TEST BANK for Business Communication_BCOM. 10th Edition

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Chap 01_BCOM10 Indicate whether the statement is true or false.

1. In an ideal communication situation, one party would be able to encode his or her message in such a way that it would be open to interpretation for the receiving party. a. True b. False 2. Organizational communication is the movement of information within a company structure. a. True b. False 3. Only the most formal organizations can function in the absence of an informal communication system. a. True b. False 4. A limitation of language translation is that some words in one language do not always have an equivalent meaning in other languages. a. True b. False 5. The more asynchronous our interaction, the more similar it is to face-to-face interactions. a. True b. False 6. One of the weaknesses of teams is that they prevent companies from drawing on the skills and imagination of a whole workforce. a. True b. False 7. Learning about other cultures and developing sensitivity will help maximize ethnocentric reactions when dealing with other cultures. a. True b. False 8. In career activities, the only form of communication used is verbal communication. a. True b. False 9. Grouping employees into a team structure guarantees that employees will automatically function as a team. a. True b. False 10. The inaccuracy of the grapevine has more to do with the message output than with the input. a. True b. False

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Chap 01_BCOM10 11. Context can influence the content, the quality, and the effectiveness of a communication event. a. True b. False 12. The study of body language is known as chronemics. a. True b. False 13. Informing and persuading are common purposes of communication in the workplace. a. True b. False 14. Like cultural intelligence, cultural competence is a developmental process that evolves over an extended period. a. True b. False 15. Communication is the process of exchanging and interpreting information and meaning between or among individuals through a system of symbols, signs, and behavior. a. True b. False 16. According to the transactional process model of communication, in face-to-face communication situations, parties to the encounter fail to interpret each other's nonverbal signals. a. True b. False 17. In successful team environments, shared leadership, which involves more direct and effective communication between management and its internal customers, is common. a. True b. False Indicate the answer choice that best completes the statement or answers the question.

18. Which of the following is true of grapevine communication? a. It has a reputation for being speedy but inaccurate. b. It carries formal as well as informal messages within an organization. c. It passes a message through a linear channel. d. It has a single, consistent source.

19. Identify a true statement about face-to-face communication. a. Face-to-face team members typically communicate at the same time in different places. b. There is a high potential for deception in face-to-face communication. c. There is a high degree of anonymity in face-to-face communication. d. Face-to-face team members have access to a wide range of nonverbal cues.

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Chap 01_BCOM10 20. A(n) _____ is a computer network that uses Internet Protocol technology to share information, operational systems, or computing services within an organization. a. telegraph b. intranet c. intercom d. transponder 21. In ideal situations, the goal of communication is to: a. reach mutual understanding. b. better prospects of self-advancement. c. provide valuable feedback. d. commend others.

22. In an organizational setting, a _____ is a small number of people with complementary skills who work together for a common purpose. a. faction b. clique c. band d. team 23. Which of the following is a difference between the formal communication network and the informal communication network? a. The formal communication network is dictated by the cultural environment of an organization, whereas the informal communication network is dictated by the technical environment of an organization. b. The formal communication network has no single, consistent source, whereas the informal communication network has a single, consistent source. c. The formal communication network has a reputation for being speedy but inaccurate, whereas the informal communication network is always accurate. d. The formal communication network can be depicted graphically by the organizational chart, whereas the informal communication network cannot be depicted accurately by any graphic means.

24. Chantelle, the manager of the claims department in an insurance company, explains her team about the new claim form that the company will be using from next month. This scenario is an example of _____. a. upward communication b. downward communication c. horizontal communication d. lateral communication 25. _____ describes interactions between organizational units on the same hierarchical level. a. Peripheral communication b. Vertical communication c. Horizontal communication d. External communication

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Chap 01_BCOM10 26. In the communication process, differences in education level, experience, and culture of the sender and the receiver are examples of: a. synergies. b. interferences. c. chronemics. d. connotations.

27. The term "diversity skills" refers to: a. a manager's ability to allot project tasks specific to an individual's personal and professional skills. b. a manager's ability to spot talent across various organizational departments to create a cross-functional team. c. the ability to communicate effectively with both men and women of all ages, cultures, and minority groups. d. the ability to efficiently work on different kinds of tasks in an organization.

28. A supervisor at a manufacturing plant is told to dump the chemicals used in the refining process into a local river rather than disposing them properly according to safety regulations. The chief executive officer of the company insists that the chemicals are not harmful to the environment. The supervisor knows that dumping is illegal, but he will lose his job if he reports the issue to authorities at the Environmental Protection Agency. In the context of causes of unethical corporate behavior, this scenario illustrates the supervisor's: a. obsession with personal advancement. b. expectation of not getting caught. c. dilemma whether the act is wrong or not. d. unwillingness to take a stand for what is right.

29. _____ is a group of Internet-based applications that build on the ideological and technological foundations of Web 2.0, and that allow the creation and exchange of user-generated content. a. Social media b. Static media c. An intranet d. A cookie 30. Identify a true statement about downward communication. a. It helps employees learn about the quality of their job performance. b. It flows from the front lines of an organization to management. c. It primarily includes feedback to requests and actions of supervisors. d. It keeps management informed about the feelings of lower-level employees.

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Chap 01_BCOM10 31. Lily and Gracie are coworkers whose desks are placed adjacent to each other in their office. Every morning, Lily starts her day by lighting an incense stick and placing it on her desk. Gracie, however, finds the scent to be too pungent and feels nauseous because of it. Gracie requests Lily to discontinue this practice, but Lily refuses to do so. Lily says that it is a good practice followed in her culture and that lighting incense sticks attracts positive energy to the workplace. She also says that every person should follow this practice if they want to start the day on a good note. In this situation, Lily is exhibiting _____. a. ethnocentrism b. territoriality c. nepotism d. cultural relativism 32. _____ refers to the assumption that one's own cultural norms are the right way to do things. a. Ethnocentrism b. Territoriality c. Nepotism d. Cultural relativism 33. Which of the following statements is true of an asynchronous message? a. There is no time delay between when an asynchronous message is sent and when it is received. b. A live video-conference is an example of an asynchronous message. c. An asynchronous message is a message that is not read, heard, or seen at the same time you send the message.

d. Sending a text message to someone who is monitoring Facebook is an example of an asynchronous message.

34. _____ is the kind of communication that flows from supervisors to employees or from policy makers to operating personnel. a. Upward communication b. Horizontal communication c. Downward communication d. Lateral communication 35. In the context of directions of communication flow, _____ is a type of communication that is generally a response to requests from supervisors. a. downward communication b. upward communication c. horizontal communication d. lateral communication 36. _____ refers to the study of how a culture perceives time and its use. a. Chronemics b. Haptics c. Proxemics d. Kinesics

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Chap 01_BCOM10 37. ServProf Inc. is a financial consulting firm that is currently recruiting new employees. One of the policies of the company states that an employee must work in the company for a minimum of one year and sign a contract with the company confirming the acceptance. Employees who accept the job offer agree to this policy, and it does not adversely affect them. However, it is against the law for companies to follow such a policy. In this scenario, ServProf Inc. has engaged in _____ behavior. a. illegal and unethical b. illegal yet ethical c. legal yet unethical d. legal and ethical 38. One of the major shortcomings of organizational charts is that they do not recognize the role of _____ when they depict authority relationships by placing one box higher than another and define role functions by placing titles in those boxes. a. horizontal communication b. upward communication c. downward communication d. external communication 39. Brandon, a manager at Cerium Corp., is required to provide individual performance feedback to his subordinates.

In this scenario, the communication between Brandon and his subordinates is at a(n) _____ level. a. intrapersonal b. interpersonal c. public d. organizational 40. In the context of levels of communication, internal messages: a. are communicated through media advertisements. b. lack a defined purpose or strategy. c. are intended for recipients within an organization. d. are informal and unstructured.

41. Which of the following is an advantage of a virtual team? a. It is characterized by strong leadership. b. It results in increased productivity. c. It has unlimited access to communication media at all times. d. It facilitates face-to-face communication.

42. A person is unable to communicate a message to his or her audience due to a noisy environment. The noisy environment is an example of _____. a. interference b. synergy c. chronemics d. proxemics

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Chap 01_BCOM10 43. Jeff, an employee at Citrus Inc., hears about a change in the company's leave policy from one of his coworkers and shares this information with another coworker, Judy. Judy, in turn, passes on the information to her teammates. However, this information has not been officially confirmed. In this scenario, the information has been exchanged through _____. a. kinesic communication b. upward communication c. downward communication d. grapevine communication 44. A(n) _____ consists of three or more people who collaborate from different physical locations, perform interdependent tasks, have shared responsibility for the outcome of the work, and rely on some form of technology to communicate with one another. a. ad hoc team b. virtual team c. matrix team d. support team 45. Darren, a team leader at a marketing firm, allots a project to Jack, one of his team members. However, about halfway through the project, after a progress update from Jack, Darren realizes that Jack will not be able to complete the given task before the deadline. Darren gets two other members of the team to work alongside Jack to get the project completed on time. This scenario is an example of _____. a. norming b. synergy c. induction d. symbiosis 46. Which of the following is true of stereotypes? a. They weaken preconceived notions about a person based on his or her ethnicity. b. They facilitate judging a person based on his or her performance. c. They influence the way a person interacts with members of another group. d. They make a person hold a superior view of his or her culture and cultural practices.

47. One of the most important policies of Windsor Corp. is to provide opportunities to their employees based only on the skills required for a job. The company's human resource policy holds that a coworker must not be judged based on the group to which he or she belongs. Which of the following, if true, will falsify this policy? a. The Chinese employees in the company, though ethnocentric, are friendly toward coworkers of all cultures. b. The company hires only Japanese employees for technical jobs as they are stereotyped as being better at such tasks. c. The employees of the company are not prejudiced against their colleagues based on their ethnicity. d. The top management of the company promotes employees based only on their tenure of employment.

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Chap 01_BCOM10 48. _____ requires that organizations have a defined set of values and principles, and demonstrate behaviors, attitudes, policies, and structures that enable them to work effectively across cultures. a. Cultural competence b. Cultural imperialism c. Cultural assimilation d. Cultural appropriation 49. Which of the following statements best describes teams? a. They lead to decreased interaction between employees and management. b. They increase efficiency by eliminating layers of managers whose job was once to pass orders downward. c. They function effectively as soon as they are formed, requiring no developmental process to operate. d. They require managers to set goals for each team member.

50. _____ is the feeling we have when we act and think as if we're involved in an unmediated, face-to-face conversation. a. Social stratification b. Social altruism c. Social loafing d. Social presence 51. The _____ is a channel typified by the organizational chart, which is created by management to define individual and group relationships and to specify lines of responsibility. a. decentralized communication network b. formal communication network c. grapevine communication network d. informal communication network 52. Which of the following is a disadvantage of virtual teams? a. Limited market opportunities b. Inefficient knowledge transfer c. Poor leadership d. Decreased productivity 53. Which of the following is true of the formal communication network? a. It cannot be depicted accurately by any graphic means. b. It has a reputation for being speedy but inaccurate. c. It is dictated by the managerial, technical, cultural, and structural environment of an organization. d. It undergoes continual changes and does not parallel the organizational chart of an organization.

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Chap 01_BCOM10 54. Which of the following represents communication at a group level? a. A manager addressing his project team in a meeting b. An employee discussing a new technology with his coworker c. A company publishing its annual report on the company website d. An organization advertising its product in magazines 55. Which of the following statements is true of telecommuting? a. It involves regular face-to-face meetings. b. It only aids communication that takes place within an organization. c. It is ineffective for communication in geographically dispersed locations. d. It reduces travel time and increases work flexibility.

56. Which of the following statements is true of decentralized decision making? a. It primarily involves upward communication. b. It requires every decision to be made by the top management. c. It enables teams to communicate in a peer-to-peer fashion. d. It follows traditional lines of authority.

57. Which of the following is true of downward communication? a. The process of creating progress reports is an example of downward communication. b. Recording a project's results and accomplishments involves downward communication. c. Orientation to a company's rules and practices is an element of downward communication. d. Problem solving and clarifications in organizations involve downward communication.

58. Which of the following statements is true of upward communication? a. It usually flows from supervisors to employees and from policy makers to operating personnel. b. It involves teaching people how to perform their specific tasks. c. It involves employees getting frequent feedback from managers. d. It frequently involves risk to an employee and is dependent on trust in the supervisor.

59. Explain communication opportunities and challenges in diversity in businesses.

60. In the context of barriers of communication, explain personal space requirements, body language, and translation limitations.

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Chap 01_BCOM10 61. Discuss the abilities that successful business communicators and team members need to possess in the contemporary business environment.

62. Explain the levels of communication with an example each.

63. Explain the four dimensions of analyzing ethical dilemmas.

64. Explain how ethnocentrism, stereotypes, and interpretation of time can create barriers to intercultural communication.

65. List four contextual forces affecting business communication. Explain one of the forces in detail.

66. Discuss the five essential elements that contribute to a system's, institution's, or agency's ability to become more culturally competent.

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Chap 01_BCOM10 67. Jared works as a physics teacher at Theta Institute. Juan, a first-generation Latin American, is a student at the same institute. Juan's physics classes are scheduled from 3 pm to 4.30 pm every weekday. Acting classes are also scheduled at the same time every day in the adjacent room. Jared notices that Juan is not performing well in the physics class and that his grades have not shown any signs of improvement in the last one year. Jared is worried that at this rate Juan might not clear his final examinations. Jared decides to investigate why Juan is unable to process information. He also wants to find out the barriers to effective communication. In this scenario, what is Jared most likely to conclude?

68. Joseph was appointed as the captain of his office baseball team for an upcoming corporate tournament. In his first week as captain, Joseph noticed that the team was not up to corporate standards. The team lacked match practice. Two of the players, Andrew and Jack, did not get along well with each other, resulting in a lot of friction in the team. The team's morale was down. However, Joseph knows that the team is capable of winning if there is synergy in the team. What should Joseph do to maximize the team's effectiveness?

69. Orton is a manager at Hardwire Technological Solutions (HTS), a multinational information technology company.

Alan and Stephanie work in his team as junior analysts. Stephanie was one of the best performers at HTS. However, her performance in the last three months has been faltering and is showing no signs of improvement.

Orton requested for a one-on-one meeting with Alan and Stephanie, individually, to discuss the issue. Why did Orton request for a one-on-one meeting with Alan and Stephanie? How did Orton think this will help Stephanie?

70. Explain the causes of illegal and unethical behavior.

71. Explain how changing technology influences communication.

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Chap 01_BCOM10 72. What is organizational communication? Describe the formal and informal communication networks.

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Chap 01_BCOM10 Answer Key 1. False 2. True 3. False 4. True 5. False 6. False 7. False 8. False 9. False 10. False 11. True 12. False 13. True 14. True 15. True 16. False 17. True 18. a 19. d 20. b 21. a 22. d 23. d 24. b 25. c 26. b

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Chap 01_BCOM10 27. c 28. d 29. a 30. a 31. a 32. a 33. c 34. c 35. b 36. a 37. b 38. a 39. b 40. c 41. b 42. a 43. d 44. b 45. b 46. c 47. b 48. a 49. b 50. d 51. b 52. c 53. c 54. a Copyright Cengage Learning. Powered by Cognero.

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Chap 01_BCOM10 55. d 56. c 57. c 58. d 59. Answers will vary. As world markets continue to expand, U.S. employees at home and abroad will be

doing business with more people from other countries. You might find yourself working abroad for a large American company, an international company with a plant in the United States, or a company with an ethnically diverse workforce. Regardless of the workplace, your diversity skills—that is, your ability to communicate effectively with both men and women of all ages, cultures, and minority groups —will affect your success in today's culturally diverse global economy.

Workplace diversity can lead to misunderstandings and miscommunications, but it also poses opportunities to improve both workers and organizations. Employees must be prepared to communicate effectively with workers of different nationalities, genders, races, ages, abilities, and other characteristics.

Being a part of a diverse workforce will require you to communicate with everyone and to support colleagues in reaching their fullest potential and contributing to the company's goals. To lessen miscommunication, which inevitably occurs, increasing numbers of companies have undertaken diversity initiatives and are providing diversity training seminars to help workers understand and appreciate gender and age differences and the cultures of coworkers. REJ: Please see the section "Contextual Forces Influencing Business Communication" for more information.

60. Answers will vary. People raised in two different cultures can clash in various ways because cultures give different definitions of basics of interaction, such as values and norms. a. Personal space requirements: Space operates as a language just as time does. The study of cultural space requirements is known as proxemics. In all cultures, the distance between people functions in communication as "personal space" or "personal territory." In the United States, for example, for intimate conversations with close friends and relatives, individuals are willing to stay within about a foot and a half of each other. However, in many cultures outside the United States, closer personal contact is accepted, or greater distance might be the norm. b. Body language: Body language is not universal, but instead is learned from one's culture. Even the most basic gestures have varying cultural meanings—the familiar North American symbol for "okay" means zero in France, money in Japan, and an expression of vulgarity in Brazil. Similarly, eye contact, posture, and facial expressions carry different meanings throughout the world. c. Translation limitations: Words in one language do not always have an equivalent meaning in other languages, and the concepts the words describe are often different as well. Translators can be helpful, but keep in mind that a translator is working with a second language and must listen to one language, mentally cast the words into another language, and then speak them. This process is difficult and opens the possibility that the translator will fall victim to one or more cultural barriers. Even if you cannot speak or write another language fluently, people from other cultures will appreciate simple efforts to learn a few common phrases. REJ: Please see the section "Contextual Forces Influencing Business Communication" for more information.

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Chap 01_BCOM10 61. Answers will vary. Skills for successful participation in team environments are somewhat different from those necessary for success in old-style organizations. Today successful business communicators and team members must possess the ability to: • give and take constructive criticism, actively listen, clearly impart one's views to others, and provide meaningful feedback; • break down emotional barriers, such as insecurity or condescension; • promote team functioning by removing process barriers, such as rigid policies and procedures; • understand the feelings and needs of coworkers so members feel comfortable stating their opinions and discussing the strengths and weaknesses of the team; • overcome cultural barriers, such as stereotyped roles and responsibilities, that can separate workers from management and; • apply leadership skills in a dynamic group setting that results in team success. In dynamic team leadership, referred to as distributed leadership, the role of the leader can alternate among members, and more than one leadership style can be active at any given time.

REJ: Please see the section "Contextual Forces Influencing Business Communication" for more information.

62. Answers will vary. Communication can involve sending messages to both large and small audiences. Internal messages are intended for recipients within an organization. External messages are directed to recipients outside the organization. When considering the intended audience, communication can be described as taking place on five levels: intrapersonal, interpersonal, group, organizational, and public. An effective communicator has a clearly defined purpose for each message and selected strategies for targeting his or her intended audience. a. Intrapersonal communication level: This communication level involves communication within oneself. However, this level of communication is not considered by some to be true communication as it does not involve a separate sender and receiver. An individual considering how others respond to his or her verbal and/or nonverbal communication is an example of intrapersonal communication. b. Interpersonal communication level: This communication level involves communication between two people. The task goal of this communication level is to accomplish work confronting the two people. In this communication level, the maintenance goal is to feel better about themselves and each other because of their interaction. For example, communication between a supervisor and a subordinate or between two coworkers. c. Group communication level: This communication level involves communication among more than two people. Here, the goal is to achieve greater output than individual efforts could produce. Examples include work group, project team, and department meeting. d. Organizational communication level: This communication level involves groups combined in such a way that large tasks may be accomplished. The goal of this communication level is to provide adequate structure for groups to achieve their purposes. Examples include communication with a company or organization. e. Public communication level: This communication level involves an organization reaching out to its public to achieve its goals. The goal is to reach many with the same message. Examples include media advertisement, website communication, and annual report. REJ: Please see the section "Communicating within Organizations" for more information.

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Chap 01_BCOM10 63. Answers will vary. Determining whether an action is ethical can be difficult. Learning to analyze a

dilemma from both legal and ethical perspectives will help you find a solution that conforms to your own personal values. a. Dimension 1 (Behavior that is illegal and unethical): When considering some actions, you will reach the conclusion that they are both illegal and unethical. The law specifically outlines the "black" area—those alternatives that are clearly wrong—and your employer will expect you to become an expert in the laws that affect your particular area. When you encounter an unfamiliar area, you must investigate any possible legal implications. Frequently, your own individual sense of right and wrong will also confirm that the illegal action is wrong for you personally. In such situations, decisions about appropriate behavior are obvious. b. Dimension 2 (Behavior that is illegal yet ethical): Occasionally, a businessperson will decide that even though a specific action is illegal, there is a justifiable reason to break the law. A better course of action would be to act within the law, possibly while lobbying for a change in the law. c. Dimension 3 (Behavior that is legal yet unethical): If you determine that a behavior is legal and complies with relevant contractual agreements and company policy, your next step is to consult your company's or profession's code of ethics. This written document summarizes the company's or profession's standards of ethical conduct. Some companies refer to this document as a credo. If the behavior does not violate the code of ethics, then put it to the test of your own personal integrity. d. Dimension 4 (Behavior that is both legal and ethical): Decisions in this dimension are easy to make. Such actions comply with the law, company policies, and your professional and personal codes of ethics. REJ: Please see the section "Contextual Forces Influencing Business Communication" for more information.

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Chap 01_BCOM10 64. Answers will vary. People raised in two different cultures can clash in various ways because cultures

give different definitions of basics of interaction, such as values and norms. a. Ethnocentrism: Problems occur between people of different cultures primarily because people tend to assume that their own cultural norms are the right way to do things. They wrongly believe that the specific patterns of behavior desired in their own cultures are universally valued. This belief, known as ethnocentrism, is certainly natural; but learning about other cultures and developing sensitivity will help minimize ethnocentric reactions when dealing with other cultures. b. Stereotypes: We often form a mental picture of the main characteristics of another group, creating preformed ideas of what people in this group are like. These pictures, called stereotypes, influence the way we interact with members of the other group. When we observe a behavior that conforms to a stereotype, the validity of the preconceived notion is reinforced. We often view the other person as a representative of a class of people rather than as an individual. People of all cultures have stereotypes about other cultural groups they have encountered. These stereotypes can interfere with communication when people interact on the basis of the imagined representative and not the real individual. c. Interpretation of time: The study of how a culture perceives time and its use is called chronemics. In the United States, we have a saying that "time is money." Canadians, like some northern Europeans who are also concerned about punctuality, make appointments, keep them, and complete them, and waste no time in the process. In some other cultures, time is the cheapest commodity and an inexhaustible resource; time represents a person's span on Earth, which is only part of eternity. To these cultures, engaging in long, casual conversations prior to serious discussions or negotiations is time well spent in establishing and nurturing relationships. On the other hand, the time-efficient American businessperson is likely to fret about wasting precious time. REJ: Please see the section "Contextual Forces Influencing Business Communication" for more information.

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Chap 01_BCOM10 65. Answers will vary. The contextual forces affecting business communication are:

a. Legal and ethical constraints b. Diversity challenges c. Changing technology d. Team environment Legal and ethical constraints: Legal and ethical constraints act as contextual or environmental forces on communication because they set boundaries in which communication rightfully occurs.

International, federal, state, and local laws affect the way that various business activities are conducted. For instance, laws specify that certain information must be stated in messages that reply to credit applications and those dealing with the collection of outstanding debts. Furthermore, one's own ethical standards will often influence what he or she is willing to say in a message. For example, a system of ethics built on honesty might require that a message provides full disclosure rather than a shrouding of the truth. Legal responsibilities, then, are the starting point for appropriate business communication. One's ethical belief system, or personal sense of right and wrong behavior, provides further boundaries for professional activity.

The press is full of examples of unethical conduct in business and political communities, but unethical behavior is not relegated to the papers—it has far-reaching consequences. Those affected by decisions, the stakeholders, can include people inside and outside an organization. Employees and stockholders are obvious losers when a company fails. Competitors in the same industry also suffer, because their strategies are based on what they perceive about their competition. Beyond that, financial markets as a whole suffer due to erosion of public confidence.

Business leaders, government officials, and citizens frequently express concern about the apparent erosion of ethical values in society. Even for those who want to do the right thing, matters of ethics are seldom clear-cut decisions of right versus wrong, and they often contain ambiguous elements. In addition, the pressure appears to be felt most strongly by lower-level managers, often recent business school graduates who are the least experienced at doing their jobs. REJ: Please see the section "Contextual Forces Influencing Business Communication" for more information.

66. Answers will vary. Five essential elements contribute to a system's, institution's, or agency's ability to

become more culturally competent. These include: a. Valuing diversity b. Having the capacity for cultural self-assessment c. Being conscious of the dynamics inherent when cultures interact d. Having institutionalized culture knowledge e. Having developed adaptations to service delivery reflecting an understanding of cultural diversity These five elements should be manifested at every level of an organization including policy making, administrative, and practice. Further, these elements should be reflected in the attitudes, structures, policies and services of the organization. REJ: Please see the section "Contextual Forces Influencing Business Communication" for more information.

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Chap 01_BCOM10 67. Answers will vary. In this scenario, Jared is most likely to conclude that there is a difference in

education level and culture between Juan and himself, and this difference is creating a barrier to effective communication. Jared thinks that noise from the acting class in the adjacent room could also be affecting Juan's ability to concentrate. Physical interferences in the channel, including a noisy environment, interruptions, and uncomfortable surroundings, can create a barrier to effective communication. It is possible that Juan is preoccupied with other problems and is not concentrating in class. Mental distractions, such as being preoccupied with other matters and developing a response, rather than listening, create barriers to understanding. REJ: Please see the section "The Communication Process" for more information.

68. Answers will vary. Grouping players into a team structure does not mean that they will automatically

function as a team. The players must go through a developmental process to begin to function as a team. Joseph should ensure that the players are provided proper training in areas such as problem solving, goal setting, and conflict resolution. The team must be encouraged to establish the "three Rs"—roles, rules, and relationships.

Joseph should give and take constructive criticism, actively listen, clearly impart his views to others, and provide meaningful feedback to his teammates. He should breakdown emotional barriers, such as insecurity or condescension. He should promote team functioning by removing process barriers, such as rigid policies and procedure. The team should be given the liberty to make its own choices during and after a match. Joseph should understand the feelings and needs of his teammates so that they feel comfortable stating their opinions and discussing the strengths and weaknesses of the team. Joseph could also try the practice of distributed leadership, in which the role of the leader can alternate among members and more than one leadership style can be active at any given time. REJ: Please see the section "Contextual Forces Influencing Business Communication" for more information.

69. Answers will vary. Orton requested for a personal meeting with Stephanie to discuss her problems, her work and methods of doing it, and her perception of the organization. This type of communication is called upward communication, where the management requests for feedback from lower organizational levels. However, this type of communication can be misleading because Stephanie might be unwilling to discuss her problems with a superior officer like Orton. Stephanie's message might contradict her true feelings and perceptions. Orton, therefore, might have requested for a meeting with Alan to discuss her problems and give feedback. Upward communication paves the way for effective downward communication, in which the communication flows from Orton to the employees.

After receiving feedback from Alan and Stephanie, Orton might find himself in a better position to help Stephanie to perform her tasks effectively. REJ: Please see the section "Communicating within Organizations" for more information.

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Chap 01_BCOM10 70. Answers will vary. Understanding the major causes of illegal and unethical behavior in the workplace

will help you become sensitive to signals of escalating pressure to compromise your values.

Unethical corporate behavior can have a number of causes: a. Excessive emphasis on profits: Business managers are often judged and paid on their ability to increase business profits. This emphasis on profits might send a message that the end justifies the means. b. Misplaced corporate loyalty: A misplaced sense of corporate loyalty might cause an employee to do what seems to be in the best interest of a company, even if the act is illegal or unethical. c. Obsession with personal advancement: Employees who wish to outperform their peers or are working for the next promotion might feel that they cannot afford to fail. They might do whatever it takes to achieve the objectives assigned to them. d. Expectation of not getting caught: Thinking that the end justifies the means, employees often believe illegal or unethical activity will never be discovered. Unfortunately, a great deal of improper behavior escapes detection in the business world. Believing no one will ever find out, employees are tempted to lie, steal, and perform other illegal acts. e. Unethical tone set by top management: If top managers are not perceived as highly ethical, lowerlevel managers might be less ethical as a result. Employees have little incentive to act legally and ethically if their superiors do not set an example and encourage and reward such behavior. f. Uncertainty about whether an action is wrong: Many times, company personnel are placed in situations in which the line between right and wrong is not clearly defined. g. Unwillingness to take a stand for what is right: Often employees know what is right or wrong but are not willing to take the risk of challenging a wrong action. They might lack the confidence or skill needed to confront others with sensitive legal or ethical issues. They might remain silent and then justify their unwillingness to act. REJ: Please see the section "Contextual Forces Influencing Business Communication" for more information.

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Chap 01_BCOM10 71. Answers will vary. Electronic tools create opportunities that range from new kinds of communications

to improved quality of messages themselves. Electronic tools, such as the Internet, intranets, document production software, multimedia presentations, web publishing tools, and email, can help people in various ways, such as by (i) collecting and analyzing data, (ii) shaping messages to be clearer and more effective, and (iii) communicating quickly and efficiently with others in geographically dispersed locations.

Using various communication technologies, individuals can often work in their homes or other remote locations and send and receive work from the company office electronically. Telecommuting offers various advantages, including reduced travel time and increased work flexibility. Laptops and smartphones provide computing power and connectivity for professionals wherever they are.

Although the public Internet is accessible to everyone and offers a wide array of information, organizations are establishing intranets, which can be understood as a private analog of the Internet or as a private extension of the Internet confined to a particular organization. An intranet is a computer network that uses Internet Protocol technology to share information, operational systems, or computing services within an organization. Increasingly, intranets are being used to deliver tools, for example, collaboration (to facilitate working in groups and teleconferencing) or sophisticated corporate directories, sales and customer relationship management tools, and project management, to advance productivity.

Intranets are also being used as corporate culture-change platforms. For example, large numbers of employees discussing key issues in an intranet forum application could lead to new ideas in management, productivity, quality, and other corporate issues. When part of an intranet is made accessible to customers and others outside the business, that segment becomes part of an extranet, or a network between organizations.

A related development is the growing use of social media in organizations. Social media is "a group of Internet-based applications that build on the ideological and technological foundations of Web 2.0, and that allow the creation and exchange of user-generated content." Social media depends on mobile and Web-based technologies to create highly interactive platforms through which individuals and communities share, co-create, discuss, and modify user-generated content. It introduces substantial and pervasive changes to communication between organizations, communities, and individuals. In a business context, social media provides opportunities to engage in marketing research, communication, sales promotions/discounts, and relationship development/loyalty programs.

Although many benefits are provided through the use of technology in organizations, challenges or risks also must be recognized. Knowing how to "tunnel" through the vast amounts of irrelevant information available on the "digital highway" to find what you want can be overwhelming. The experience can also be expensive in terms of human time spent and charges incurred for online time. Locating information from electronic sources requires that you know the search procedures and methods for constructing an effective search strategy. There are also possible legal liabilities that can arise from improper use of technological resources.

Effective use of various communication technologies helps ensure timely, targeted messages and responses and helps build interpersonal relationships. This responsiveness leads to positive interactions with colleagues and strong customer commitment. REJ: Please see the section "Contextual Forces Influencing Business Communication" for more information.

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Chap 01_BCOM10 72. Answers will vary. Organizational communication is communication that occurs with an organizational context.

Regardless of your career or level within an organization, your ability to communicate will affect not only the success of the organization but also your personal success and advancement within that organization.

Communication occurs in a variety of ways within an organization. Some communication flows are planned and structured; others are not. Some communication flows can be formally depicted, whereas some defy description.

Communication within an organization involves both formal and informal networks.

Formal communication network: This channel is typified by the formal organization chart, which is created by management to define individual and group relationships and to specify lines of responsibility. Essentially, the formal system is dictated by the managerial, technical, cultural, and structural environment of the organization. Within this system, people are required to behave and to communicate in certain ways simply to get work done. When employees rely almost entirely on the formal communication system as a guide to behavior, the system might be identified as a bureaucracy. Procedures manuals, job descriptions, organization charts, and other written materials dictate the required behavior. Communication channels are followed strictly, and red tape is abundant. Procedures are generally followed exactly; terms such as rules and policies serve as sufficient reasons for actions.

Informal communication network: This network, which is commonly called "the grapevine," continuously develops as people interact within the formal system to accommodate their social and psychological needs. Because the informal network undergoes continual changes and does not parallel the organizational chart, it cannot be depicted accurately by any graphic means. As people talk casually during breaks, text one another, or chat online, the focus usually shifts from topic to topic. One of the usual topics is work—job, company, supervisor, fellow employees. Even though the formal system includes definite communication channels, the grapevine tends to develop and operate within all organizations. REJ: Please see the section ''Communicating within Organizations" for more information.

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Chap_02_BCOM10 Indicate whether the statement is true or false.

1. In recent years, developments among U.S. businesses have shifted attention away from the employment of traditional organizational subunits as the only mechanisms for achieving organizational goals and toward the increased use of groups. a. True b. False 2. Casual listening is useful when receiving important instructions, resolving conflict, and providing or receiving critical feedback. a. True b. False 3. Kinesic communication is an idea expressed through a verbal message. a. True b. False 4. Face-to-face meetings are appropriate when issues are especially sensitive. a. True b. False 5. In the context of styles of listening, listening for pleasure, recreation, amusement, and relaxation is intensive listening. a. True b. False 6. Getting a pat on the back from a supervisor is a negative stroke. a. True b. False 7. Making spontaneous judgments about others based on their speech delivery is known as storming. a. True b. False 8. Visual kinesic communication includes gestures, winks, smiles, frowns, sighs, attire, grooming, and all kinds of body movements. a. True b. False 9. Meetings provide opportunities for participants to enhance their credibility and communicate impressions of power, competence, and status. a. True b. False

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Chap_02_BCOM10 10. Large organizational groupings are more flexible than teams because they can be assembled, deployed, refocused, and disbanded more quickly. a. True b. False 11. Nonverbal messages universally convey the same meaning to different people. a. True b. False 12. The larger the group, the more its members have the opportunity to communicate with each other. a. True b. False 13. In the context of positive group roles, a reporter is one who maintains records of events and activities and informs members. a. True b. False 14. According to Abraham Maslow's concept of a hierarchy of needs, physiological needs form the upper-level needs. a. True b. False 15. Supportive behavior is characterized by leaders who give detailed rules and instructions and monitor closely that they are followed. a. True b. False 16. In a total quality management environment, decision-making power is distributed to the people closest to the problem in an organization, who usually have the best information sources and solutions. a. True b. False 17. In contrast to a team, a group is typified by a clear identity and a high level of commitment on the part of members. a. True b. False 18. In the Johari Window, area II represents what we know about ourselves and what others know about us. a. True b. False 19. Electronic meetings provide a rich nonverbal context but have logistical issues of schedules and distance. a. True b. False

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Chap_02_BCOM10 20. In a flat organizational structure, communicating up and down in a top-heavy hierarchy becomes more important than communicating across the organization chart. a. True b. False 21. In the context of styles of listening, when listening for information, using an outlining process helps you capture main ideas and supporting sub-points in a logical way. a. True b. False 22. A metacommunication is a message that is expressed in words. a. True b. False 23. Groups formed for short-term tasks spend more time on maintenance than on the task. a. True b. False 24. Counselors dealing with their clients are engaged in casual listening. a. True b. False 25. Nonverbal messages can be dismissed since they do not contribute to verbal messages. a. True b. False 26. Many bad listening habits develop simply because the speed of spoken messages is much faster than our ability to receive and process them. a. True b. False 27. Nonverbal messages can contradict the accompanying verbal message and affect whether a message is understood or believed. a. True b. False 28. According to Abraham Maslow's concept of a hierarchy of needs, identity theft, health and fitness, and environmentally friendly commercials appeal to security and safety needs. a. True b. False

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Chap_02_BCOM10 Indicate the answer choice that best completes the statement or answers the question.

29. Area I of the Johari Window is called the _____. a. hidden area b. unknown area c. blind area d. open area 30. In a group, which of the following activities is undertaken by a group member playing the role of a reporter? a. Preparing materials for submission b. Maintaining records of events and activities c. Making sure everyone gets to talk and be heard d. Keeping tensions low during meetings 31. Jakeel, a salesperson at Sensations Inc., attended a regional sales meeting where he was more of a listener than a participant. During the meeting, he tried to jot down as many of the discussion details as possible in his notebook. Later, when his colleagues were talking about what was discussed in the meeting, Jakeel could not share his viewpoints. This scenario illustrates that Jakeel most likely has a bad listening habit of _____. a. faking attention b. over-listening c. stereotyping d. casual listening 32. Which of the following is a bad listening habit? a. Making spontaneous judgments about others based on mannerisms b. Observing the speaker and interpreting his or her nonverbal cues c. Putting in much emotional and physical effort d. Putting oneself in another person's shoes 33. Which of the following is a characteristic of nonverbal messages? a. They cannot contradict the accompanying verbal messages. b. They are influenced by the circumstances surrounding the communication. c. They mask details about the sender's background, attitudes, and motives. d. They are interpreted in the same way by different people.

34. After earning a scholarship for securing superior grades in school, Miquel receives a congratulatory letter from the dean of the school. This communication interaction is considered _____. a. visual kinesic communication b. a positive stroke c. vocal kinesic communication d. directive behavior

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Chap_02_BCOM10 35. Which of the following interpersonal communication styles involves verbally attacking someone else, being controlling, provoking, and maybe even physically intimidating or violent? a. The aggressive communication style b. The assertive communication style c. The passive communication style d. The directive communication style 36. Unlike face-to-face meetings, electronic meetings: a. are better in establishing group rapport and relationships. b. consume a lot of professional time. c. make it easier to reach consensus. d. make it harder to interpret the strength of other team members' commitment to their proposals.

37. Sandra is a manager at Starlight Inc., a laptop manufacturing company and she wants to upgrade the quality of Starlight's products. She calls for a meeting with the technical experts of the company and asks for suggestions on how to achieve this goal. She gathers information by listening to each expert. In this scenario, Sandra is engaged in _____. a. casual listening b. grapevine communication c. intensive listening d. empathetic listening 38. In the context of group roles, which of the following is a difference between an isolator and a dominator? a. An isolator strives to keep tensions low in a group, whereas a dominator deviates from the group's purpose. b. An isolator does not do his or her fair share of the work in a group, whereas a dominator constantly criticizes and complains about others' work in the group.

c. An isolator is physically present but fails to participate in group activities, whereas a dominator speaks too often and too long in a group.

d. An isolator pursues only the social aspect of a group, whereas a dominator makes sure everyone in the group gets to talk and be heard.

39. Mark and Stephanie's marriage was in trouble. He was depressed and spoke to his best friend, Gladwin, about his personal issues. In this scenario, Gladwin was most likely involved in _____. a. casual listening b. selective listening c. discriminative listening d. empathetic listening 40. In the _____ stage of team development, team members are involved in developing strategies and activities that promote goal achievement. a. storming b. performing c. norming d. forming Copyright Cengage Learning. Powered by Cognero.

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Chap_02_BCOM10 41. Which of the following guidelines can help ensure that a meeting is productive? a. Brainstorming sessions should be discouraged. b. Employees should avoid conflicts at all costs. c. The agenda should be distributed after the meeting. d. The meeting length and frequency should be limited.

42. In effective groups, members: a. have unique goals, interests, and benefits. b. do not have a leader. c. share the same status. d. establish norms for standard behavior.

43. According to the older, traditional view of management, _____. a. workers are concerned only about satisfying lower-level needs b. workers are motivated solely through intrinsic rewards c. individuals should be given more importance than the job d. individuals should be treated as adults so that they act as adults 44. Which of the following is an advantage of face-to-face meetings? a. They provide a rich nonverbal context. b. They allow companies to reduce travel budget. c. They restrict dominance by high-status members. d. They minimize the environmental impact caused by travel.

45. Which of the following groups are most likely formed for long-term assignments? a. Groups involved in arranging a dinner and program b. Groups involved in auditing for major corporations c. Groups involved in changing backdrops for stage shows d. Groups involved in decorating an auditorium 46. Janet is a project manager at Printennia Inc., a content writing firm. During a project briefing session with all her subordinates, Janet turned to her subordinate, Juan, and said, "This project is crucial. Please inform me beforehand if you need to take leave." Janet implied that Juan is not dependable, and she assumed that Juan understood what she was implying. In this scenario, the implied message is an example of _____. a. proxemic communication b. a positive stroke c. a metacommunication d. visual kinesic communication

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Chap_02_BCOM10 47. The_____ communication style involves retaliating in an indirect manner rather than expressing negative feelings, such as anger, directly. a. passive b. directive-assertive c. passive-aggressive d. aggressive 48. Which of the following is a difference between area III and area IV of the Johari Window? a. Area III represents things we know about ourselves but that others do not know about us, whereas area IV includes things we do not know about ourselves and others do not know about us.

b. Area III includes things we do not know about ourselves and others do not know about us, whereas area IV represents things we know about ourselves but that others do not know about us.

c. Area III represents what we know about ourselves and what others know about us, whereas area IV designates those things others know about us but that we do not know about ourselves.

d. Area III designates those things others know about us but that we do not know about ourselves, whereas area IV represents what we know about ourselves and what others know about us.

49. Which of the following is true of product development teams? a. They primarily deal with improving existing products. b. They are usually cross-functional in nature. c. They consist of members from a single department. d. They are also known as task forces.

50. Which of the following is true of people belonging to cultures that follow polychronic time? a. They equate time with money and view it as linear and manageable. b. They respect private property and rarely borrow or lend c. They work on several activities simultaneously. d. They detest interruptions in their daily schedules.

51. Identify a true statement about electronic meetings. a. They tend to waste significant professional time. b. They make it easier to reach consensus. c. They are common for those working in virtual teams. d. They aid a new group's efforts of building group values and emotional ties.

52. In the context of interpersonal communication styles, _____ involves expressing feelings and needs directly and honestly without violating the rights of others. a. submissive behavior b. passive behavior c. assertive behavior d. passive-aggressive behavior

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Chap_02_BCOM10 53. Which of the following is true of nonverbal messages? a. They are universal and do not vary between cultures. b. They can receive more attention than verbal messages. c. They lack the potential to affect accompanying verbal messages. d. They are unaffected by the circumstances surrounding the communication.

54. Proxemics revolves around two concepts, which are _____ and personal space. a. kinesics b. polychronic time c. haptics d. territoriality 55. Createsols Inc. is a content writing company. During a project debriefing session, representatives from different departments of the company were arguing relentlessly over who was to be blamed for the project's failure. Amy, a representative from the finance department, requested everyone to stop pointing fingers at each other and to calm down. In this scenario, Amy was most likely playing the role of a _____ in the meeting. a. facilitator b. harmonizer c. dominator d. socializer 56. A(n) _____ is a meeting outline that includes important information—date, beginning and ending times, place, topics to be discussed, and responsibilities of those involved. a. writ b. policy c. agenda d. norm 57. Which of the following statements is true of electronic meetings? a. They speed up meeting follow-up activities. b. They make it easier to reach consensus. c. They are most helpful when groups are trying to build group values and trust. d. They are the most used meeting format in most organizations today.

58. Adam is a member of a research group at a university. One of his tasks as a group member is to present the group's research progress before the university's faculty every month. Even though the dates of the presentations are announced in advance, Adam is never prepared with the complete presentation. As a result, he is often unable to answer questions from the audience after the presentation. Based on this information, it can be said that Adam most likely plays the role of a(n) _____ in his research group. a. isolator b. aggressor c. airhead d. detractor

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Chap_02_BCOM10 59. To facilitate effective communication, _____. a. a group should be small in size b. a group should have a socializer c. group members should follow a passive communication style d. group members should have different goals to ensure variety 60. In the forming stage of virtual team formation, members: a. review software and hardware requirements. b. solve most technical problems they encounter. c. express opinions and debate substantive issues. d. resolve issues related to organizational environments.

61. Virtual groups resolve issues related to differences in time, distance, technology, member cultures, and organizational environments during the _____ stage of virtual team formation. a. adjourning b. performing c. forming d. norming 62. In a group, a(n) _____ plays a positive role. a. dominator b. socializer c. isolator d. facilitator 63. The passive communication style involves: a. being physically intimidating or violent. b. withdrawing in an attempt to avoid confrontation. c. accepting responsibility for one's feelings and actions. d. verbally attacking someone else.

64. _____ of the Johari Window includes things we do not know about ourselves and others do not know about us. a. Area I b. Area II c. Area III d. Area IV 65. Which of the following is a difference between verbal communication and a metacommunication? a. Verbal communication is expressed in words, whereas a metacommunication accompanies a message that is expressed in words.

b. Verbal communication includes only speech, whereas a metacommunication includes only writing. c. Verbal communication implies an idea, whereas a metacommunication explicitly expresses an idea. d. Verbal communication is expressed through a vocal kinesic message, whereas a metacommunication is expressed through a visual kinesic message.

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Chap_02_BCOM10 66. Alan was being interviewed for the position of business analyst at Amberg Solutions Inc. Susan, the interviewer, looked at him and observed that he was dressed inappropriately and seemed disinterested. Susan assumed that Alan did not care much for the job and subsequently rejected his application. In this scenario, which of the following conveyed the message that Alan was not much interested in the job? a. Upward communication b. Horizontal communication c. Visual kinesic communication d. Vocal kinesic communication 67. Which of the following is a difference between area I and area II of the Johari Window? a. Area I designates things we know about ourselves but that others do not know about us, whereas area II designates things we do not know about ourselves and others do not know about us.

b. Area I represents things we do not know about ourselves and others do not know about us, whereas area II represents things we know about ourselves but that others do not know about us.

c. Area I represents what we know about ourselves and what others know about us, whereas area II designates those things others know about us but that we do not know about ourselves.

d. Area I designates those things others know about us but that we do not know about ourselves, whereas area II represents what we know about ourselves and what others know about us.

68. In the context of Abraham Maslow's concept of a hierarchy of needs, which of the following is a true statement? a. In our society, most people satisfy their upper-level needs before satisfying their lower-level needs. b. Social needs include the need to achieve one's fullest potential through artistic channels. c. The importance of a need level increases after its needs are satisfied. d. Effective communicators are able to identify and appeal to need levels in various individuals.

69. Which of the following is true of active listening? a. It is useful when resolving conflict. b. It involves listening for pleasure. c. It illustrates that people are selective listeners. d. It doesn't require much emotional or physical effort.

70. Which of the following is an accurate statement about casual listening? a. It refers to the type of listening in which a person fakes his or her attention b. It has a negative impact on the emotional health of a person. c. It involves an empathetic reciprocation of another's feelings. d. It provides relaxing breaks from more serious tasks.

71. Which of the following is one of the stages of virtual team formation? a. Lobbying b. Adjourning c. Benchmarking d. Stroking

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Chap_02_BCOM10 72. Explain a metacommunication and kinesic communication. What are the characteristics of nonverbal messages?

73. Discuss nine guidelines for effective meetings.

74. How do bad listening habits develop? Explain the different types of bad listening habits.

75. Discuss seven factors of group communication. List and describe five positive group roles.

76. Sue has worked from home for four years, taking phone orders for a national catalog retailer. Sue feels unappreciated for her efforts and detached from the management and coworkers. In the past, Sue had been very efficient, responsible, punctual, and reliable. Lately, however, her performance has faltered. The quality analyst who is monitoring her calls finds that she is not selling the new additional products as is required of her. Using the concept of stroking, how can Sue's supervisor motivate her to increase her productivity and job satisfaction?

77. Explain how heightened focus on cooperation affects communication.

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Chap_02_BCOM10 78. Juanita has just been asked to head a cross-functional team at work, assuming a directive role. Members of her team exhibit various behaviors: Tom speaks long and often, Robert tries to keep tensions low, Jim is never prepared, Monica constantly complains, and Kumar tries to make sure everyone is heard. As they meet the first couple of times, Robert and Kumar push to develop strategies to achieve their goals.

Discuss the various negative and positive roles found in the group. In what ways can the negative roles be diminished? At what stage of team development are Robert and Kumar operating, and what stages should the team go through before strategies are developed?

79. In the past few months, Rhamel has frequently called in sick to work. He has received medical treatment for a respiratory infection, but the infection continues to recur. He has missed several important deadlines, and his sick leaves are dwindling quickly. Rhamel's supervisor has been patient and supportive through this illness, but other employees have recently been asked to handle Rhamel's work in addition to their own workload. His coworkers have started feeling resentful, and this is evident in their nonverbal communication with Rhamel when he is at work. Give three examples of negative metacommunication and two examples of kinesic messages that coworkers may communicate to Rhamel to express their frustration and resentment.

80. How does a flat organizational structure affect communication?

81. Explain the Johari Window.

82. Discuss five situations when face-to-face meetings are most appropriate to use. Discuss the limitations of faceto-face meetings and electronic meetings.

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Chap_02_BCOM10 83. Discuss in detail Abraham Maslow's concept of a hierarchy of needs.

84. How did Douglas McGregor attempt to distinguish between the older, traditional view and the more contemporary view about workforce motivation? Explain the situational leadership model proposed by Paul Hersey and Kenneth Blanchard.

85. What is a stroke? How does it affect a person's emotions?

86. Briefly describe active listening.

87. Discuss the first three steps involved in effective group decision making.

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Chap_02_BCOM10 Answer Key 1. True 2. False 3. False 4. True 5. False 6. False 7. False 8. True 9. True 10. False 11. False 12. False 13. False 14. False 15. False 16. True 17. False 18. False 19. False 20. False 21. True 22. False 23. False 24. False 25. False 26. False

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Chap_02_BCOM10 27. True 28. True 29. d 30. a 31. b 32. a 33. b 34. b 35. a 36. d 37. c 38. c 39. d 40. c 41. d 42. d 43. a 44. a 45. b 46. c 47. c 48. a 49. b 50. c 51. c 52. c 53. b 54. d Copyright Cengage Learning. Powered by Cognero.

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Chap_02_BCOM10 55. b 56. c 57. a 58. c 59. a 60. a 61. d 62. d 63. b 64. d 65. a 66. c 67. c 68. d 69. a 70. d 71. b

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Chap_02_BCOM10 72. Answers will vary. A metacommunication is a message that, although not expressed in words,

accompanies a message that is expressed in words. For example, "Do not be late for work" communicates caution; yet the sentence might imply such additional ideas as "You are frequently late, and I am warning you," or "I doubt your dependability." "Your solution is perfect" might also convey a metacommunication such as "You are efficient," or "I certainly like your work." Whether you are speaking or writing, you can be confident that those who receive your messages will be sensitive to the messages expressed in words and to the accompanying messages that are present but not expressed in words.

Kinesic communication is an idea expressed through nonverbal behavior. Receivers gain additional meaning from what they see and hear—the visual and the vocal. Visual kinesic communication includes gestures, winks, smiles, frowns, sighs, attire, grooming, and all kinds of body movements.

Vocal kinesic communication includes intonation, projection, and resonance of the voice.

Nonverbal communication includes metacommunications and kinesic messages.

Metacommunications and kinesic messages have characteristics that all communicators should take into account. Nonverbal messages cannot be avoided. They can have different meanings for different people. They vary between and within cultures. They can be intentional or unintentional. They can contradict the accompanying verbal message and affect whether your message is understood or believed. They can receive more attention than verbal messages. They provide clues about the sender's background, attitudes, and motives. They are influenced by the circumstances surrounding the communication. They can be beneficial or harmful. REJ: Please see the section "Nonverbal Communication" for more information.

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Chap_02_BCOM10 73. Answers will vary. Whether you engage in face-to-face or electronic meetings, observing the following

guidelines can help ensure that your meetings are productive: a. Identify the purpose of a meeting. Meetings typically have various purposes: to inform, to gather information, to make decisions. Consider whether sending an email would be a better option as a channel choice. b. Limit meeting length and frequency. Any meeting held for longer than an hour or more frequently than once a month should be scrutinized. Ask yourself whether the meeting is necessary. Perhaps the purpose can be achieved in another way, such as email, instant messaging, or telephone. c. Make satisfactory arrangements. Select a date and time convenient for the majority of expected participants. For face-to-face meetings, plan the meeting site with consideration for appropriate seating for attendees, media equipment, temperature and lighting, and necessary supplies. For electronic meetings, check hardware and software and connectivity components. d. Distribute an agenda well in advance. An agenda is a meeting outline that includes important information: date, beginning and ending times, place, topics to be discussed, and responsibilities of those involved. Having the agenda prior to the meeting allows participants to know what is expected of them. e. Encourage participation. Although it is certainly easier for one person to make decisions, the quality of the decision making is often improved by involving the team. Rational decision making may begin with brainstorming, the generation of many ideas from among team members. Brainstormed ideas can then be discussed and ranked, followed by some form of voting. f. Maintain order. An organized democratic process ensures that the will of the majority prevails, the minority is heard, and group goals are achieved as expeditiously as possible. Proper parliamentary procedure may be followed in formal meetings. For less formal meetings, the use of parliamentary procedure may not be necessary to ensure effective contribution by attendees. g. Manage conflict. In an autocratic organization, conflict might be avoided because employees are conditioned to be submissive. Such an environment, however, leads to smoldering resentment. On the other hand, conflict is a normal part of any team effort and can lead to creative discussion and superior outcomes. Maintaining focus on issues and not personalities helps ensure that conflict is productive rather than destructive. h. Seek consensus. Although unanimous agreement on decisions is an optimal outcome, total agreement cannot always be achieved. Consensus represents the collective opinion of a group, or the informal rule that all team members can live with at least 70% of what is agreed upon. i. Prepare thorough minutes. Minutes provide a concise record of meeting actions, ensure the tracking and follow-up of issues from previous meetings, and assist in the implementation of previously reached decisions. REJ: Please see the section "Meeting Management" for more information.

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Chap_02_BCOM10 74. Answers will vary. Many bad listening habits develop simply because the speed of spoken messages is far slower than our ability to receive and process them. Normal speaking speeds are between 100 and 150 words a minute. The human ear can actually distinguish words in speech in excess of 500 words a minute, and many people read at speeds well beyond 500 words a minute. Finally, our minds process thoughts at thousands of words a minute.

A second reason for poor listening habits is that it takes effort to listen as opposed to simply hearing. We need to take steps to concentrate on what we are hearing to eliminate distractions, take notes and engage in active listening techniques.

Most of us have developed bad listening habits in one or more of the following areas: a. Faking attention: We can look directly at a person, nod, smile, and pretend to be listening. b. Allowing disruptions: We welcome disruptions of almost any sort when we are engaged in somewhat difficult listening. c. Over-listening: When we attempt to record many details in writing or in memory, we can over-listen and miss the speaker's major points. d. Stereotyping: We make spontaneous judgments about others based on such issues as appearances, mannerisms, dress, and speech delivery. If a speaker does not meet our standards in these areas, we simply turn off our listening and assume the speaker cannot have much to say. e. Dismissing subjects as uninteresting: People tend to use disinterest as a rationale for not listening. Unfortunately, a decision is usually made before a topic is ever introduced. d. Failing to observe nonverbal aids: To listen effectively, you must observe the speaker. Facial expressions and body motions always accompany speech and contribute much to messages. REJ: Please see the section "Listening as a Communication Skill" for more information.

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Chap_02_BCOM10 75. Answers will vary. The factors of group communication are discussed below.

a. Common goals: In effective groups, participants share a common goal, interest, or benefit. This focus on goals allows members to overcome individual differences of opinion and to negotiate acceptable solutions. b. Role perception: People who are invited to join groups have perceptions of how a group should operate and what it should achieve. In addition, each member has a self-concept that dictates how he or she will behave. c. Longevity: Groups formed for short-term tasks, such as arranging a dinner and program, will spend more time on the task than on maintenance. However, groups formed for long-term assignments, such as an accounting team auditing a major corporation, may devote much effort to maintenance goals. Maintenance includes division of duties, scheduling, recordkeeping, reporting, and assessing progress. d. Size: The smaller the group, the more its members have the opportunity to communicate with each other. Large groups often inhibit communication because the opportunity to speak and interact is limited. e. Status: Some group members will appear to have higher ranking than others. People are inclined to communicate with peers as their equals, but they tend to speak upward to their supervisor and downward to lower-level employees. In general, groups require balance in status and expertise. f. Group norms: A norm is a standard or average behavior. All groups possess norms. People conform to norms because conformity is easy and nonconformity is difficult and uncomfortable.

Conformity leads to acceptance by other group members and creates communication opportunities. g. Leadership: The performance of groups depends on several factors, but none is more important than leadership. The ability of a group leader to work toward task goals while contributing to the development of group and individual goals is often critical to group success.

The five positive group roles are listed and described below. a. Facilitator: A facilitator makes sure everyone gets to talk and be heard. He or she is also known as a gatekeeper. b. Harmonizer: A harmonizer keeps tensions low. c. Record keeper: A record keeper maintains records of team events and activities and informs members. d. Reporter: A reporter assumes responsibility for preparing materials for submission. e. Leader: A leader assumes a directive role. REJ: Please see the section "Group Communication" for more information.

76. Answers will vary. Sue's supervisor can tell Sue how much he appreciates her years of service and

good work. He can also listen intently to her while she is expressing her frustration and ask specifically what hinders her from selling additional products. By paying more attention to her needs, the supervisor may make her feel more appreciated. Moreover, the supervisor can empower her to be a better salesperson by explaining the rationale for the new offers and listening to her input about them. He can include her in strategy development to make her more willing to sell. REJ: Please see the section "Behavioral Theories That Impact Communication" for more information.

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Chap_02_BCOM10 77. Answers will vary. Competition has been a characteristic way of life in U.S. companies. Organizations

and individuals compete for a greater share of scarce resources, for a limited number of positions at the top of organizations, and for esteem in their professions. Such competition is a healthy sign of the human desire to succeed, and, in terms of economic behavior, competition is fundamental to the private enterprise system. At the same time, when excessive competition replaces the cooperation necessary for success, communication can be diminished, if not eliminated.

Although competition is appropriate and desirable in many situations, many companies have taken steps through open communication and information and reward systems to reduce competition and to increase cooperation. Cooperation is more likely when competitors have an understanding of and appreciation for others' importance and functions. This cooperative spirit is characterized as a "win/win" philosophy. One person's success is not achieved at the expense or exclusion of another.

Groups identify a solution that everyone finds satisfactory and is committed to achieving. Reaching this mutual understanding requires a high degree of trust and effective interpersonal skills, particularly empathetic and intensive listening skills, and the willingness to communicate long enough to agree on an action plan acceptable to everyone. REJ: Please see the section "Group Communication" for more information.

78. Answers will vary. The following roles are represented in the team:

a. Positive group roles: i. Juanita—leader ii. Robert—harmonizer iii. Kumar—facilitator b. Negative group roles: i. Tom—dominator ii. Jim—airhead iii. Monica—detractor Negative roles are extinguished as a group communicates openly about its goals, strategies, and expectations.

Robert and Kumar seem to be at the norming stage as they are involved in developing strategies and activities that promote goal achievement. The team could benefit by first spending time forming (becoming acquainted with each other and the assigned task) and storming (dealing with conflicting personalities and ideas). The team could then more effectively develop strategies to accomplish its tasks and more likely reach its optimal performance level. REJ: Please see the section "Group Communication" for more information.

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Chap_02_BCOM10 79. Answers will vary. Metacommunication can include comments such as "Maybe you should go to

another doctor who might solve this problem," "You need to take better care of yourself so that you are more resistant to sickness," and "Maybe you could do some of your work at home when you cannot come to the office." These kinds of statements imply criticism of Rhamel's choice of his doctor, overall level of fitness, and other important choices he has made about his work and job.

Kinesic messages from disgruntled coworkers could include the following: a. Visual kinesic communication—frowning, avoiding eye contact, ignoring Rhamel, and not engaging in friendly conversation b. Vocal kinesic communication—sarcasm, unfriendly tone, terse verbal exchange of job-related information, no expressed interest in Rhamel's physical condition and prolonged illness REJ: Please see the section "Nonverbal Communication" for more information.

80. Answers will vary. Many businesses today have downsized and eliminated layers of management.

Companies implementing Total Quality Management programs are reorganizing to distribute the decision-making power throughout the organization. The trend is to eliminate functional or departmental boundaries. Instead, work is reorganized in cross-disciplinary teams that perform broad core processes (e.g., product development and sales generation) and not narrow tasks (e.g., forecasting market demand for a particular product).

In a flat organizational structure, communicating across the organization chart (among crossdisciplinary teams) becomes more important than communicating up and down in a top-heavy hierarchy. An individual can take on an expanded role as important tasks are assumed. This role can involve power and authority that surpass the individual's status, or formal position in the organizational chart. Much of the communication involves face-to-face meetings with team members rather than numerous, time-consuming "handoffs" as a product moves methodically from one department to another. Companies such as IKEA, the Swedish furniture manufacturer and retailer, are using flat organizational structures within stores to build an employee attitude of job involvement and ownership. REJ: Please see the section "Group Communication" for more information.

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Chap_02_BCOM10 81. Answers will vary. As relationships develop, the people involved continue to learn about each other

and themselves, as represented by the Johari Window. Area I, the free or open area, represents what we know about ourselves and what others know about us. Area II, the blind area, designates those things others know about us but that we do not know about ourselves. For example, you are the only person who cannot see your physical self as it really is. Things we know about ourselves but that others do not know about us occupy the hidden or secret area III. Area IV includes the unknown: things we do not know about ourselves and others do not know about us, such as our ability to handle emergency situations if we have never been faced with them.

Each of the window areas can vary in size according to the degree to which we learn about ourselves and are willing to disclose things about ourselves to others. Reciprocal sharing occurs when people develop trust in each other. When a confidant demonstrates that he or she can be trusted, trust is reinforced and leads to an expansion of the open area of the Johari Window. Usually we are willing to tell people about various things that are not truly personal. But we share personal thoughts, ambitions, and inner feelings only with selected others—those whom we have learned to trust. The relationships existing between supervisor and employee, doctor and patient, and lawyer and client are those of trust, but only in specific areas. In more intimate relationships with significant others, siblings, and parents, deeper, personal feelings are entrusted to each other.

The idea that trust and openness lead to better communication between two people also applies to groups. Managers engaged in organizational development (OD) are concerned with developing successful organizations by building effective small groups. They believe small-group effectiveness evolves mostly from a high level of mutual trust among group members. The aim of OD is to open emotional as well as task-oriented communication. To accomplish this aim, groups often become involved in encounter sessions designed to enlarge the open areas of the Johari Window. REJ: Please see the section "Behavioral Theories That Impact Communication" for more information.

82. Answers will vary. Face-to-face meetings continue to be the most-used meeting format in most

organizations. They offer distinct advantages and are appropriate in the following situations: a. When you need the richest nonverbal cues, including body, voice, proximity, and touch b. When issues are especially sensitive c. When participants do not know one another d. When establishing group rapport and relationships is crucial e. When participants can be in the same place at the same time Although face-to-face meetings provide a rich nonverbal context and direct human contact, they also have certain limitations. In addition to the obvious logistical issues of schedules and distance, faceto-face meetings may be dominated by overly vocal, quick-to-speak, and high-status members.

Electronic meetings have the following limitations: a. They cannot replace face-to-face contact, especially when group efforts are just beginning and when groups are trying to build group values, trust, and emotional ties. b. They can make it harder to reach consensus, because more ideas are generated and because it might be harder to interpret the strength of other members' commitment to their proposals. c. The success of same-time meetings is dependent on all participants having excellent keyboarding skills to engage in rapid-fire, in-depth discussion. This limitation might be overcome as the use of voice input systems becomes more prevalent. REJ: Please see the section "Meeting Management" for more information.

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Chap_02_BCOM10 83. Answers will vary. Psychologist Abraham Maslow developed the concept of a hierarchy of needs

through which people progress. In our society, most people have reasonably satisfied their two lowerlevel needs: physiological needs (food and basic provision) and security and safety needs (shelter and protection from the elements and physical danger). Beyond these two basic need levels, people progress to satisfy the three upper-level needs: social needs for love, acceptance, and belonging; ego or esteem needs to be heard, appreciated, and wanted; and self-actualizing needs, including the need to achieve one's fullest potential through professional, philanthropic, political, educational, and artistic channels.

As people satisfy needs at one level, they move on to the next. The levels that have been satisfied still are present, but their importance diminishes. Effective communicators are able to identify and appeal to need levels in various individuals or groups. Advertising is designed to appeal to need levels. Luxury car and dream vacation ads appeal to ego needs; teeth whitening and anti-aging product messages appeal to social needs; and identity theft, health and fitness, and environmentally friendly commercials appeal to security and safety needs. REJ: Please see the section "Behavioral Theories That Impact Communication" for more information.

84. Answers will vary. Douglas McGregor, a management theorist, attempted to distinguish between the

older, traditional view that workers are concerned only about satisfying lower-level needs and the more contemporary view that productivity can be enhanced by assisting workers in satisfying higherlevel needs. Under the older view, management exercised strong control, emphasized the job to the exclusion of concern for an individual, and sought to motivate solely through external incentives—a job and a paycheck. McGregor labeled this management style Theory X. Under the contemporary style, Theory Y, management strives to balance control and individual freedom. By treating an individual as a mature person, management lessens the need for external motivation; treated as adults, people will act as adults.

The situational leadership model developed by Paul Hersey and Kenneth Blanchard does not prescribe a single leadership style, but advocates that what is appropriate in each case depends on the follower (subordinate) and the task to be performed. Directive behavior is characterized by a leader giving detailed rules and instructions and monitoring closely that they are followed. The leader decides what is to be done and how. In contrast, supportive behavior is characterized by the leader's listening, communicating, recognizing, and encouraging. Different degrees of directive and supportive behavior can be desirable, given the situation. REJ: Please see the section "Behavioral Theories That Impact Communication" for more information.

85. Answers will vary. People engage in communication with others in the hope that the outcome might

lead to mutual trust, mutual pleasure, and psychological well-being. The communication exchange is a means of sharing information about things, ideas, tasks, and selves.

Each communication interaction, whether casual or formal, provides an emotional stroke that can have either a positive or a negative effect on your feelings about yourself and others. Getting a pat on the back from a supervisor, receiving a congratulatory phone call or text message, and being listened to by another person are examples of everyday positive strokes. Negative strokes might include receiving a hurtful comment, being avoided or left out of conversation, and receiving a reprimand from a superior. By paying attention to the importance of strokes, managers can greatly improve communication and people's feelings about their work. REJ: Please see the section "Behavioral Theories That Impact Communication" for more information.

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Chap_02_BCOM10 86. Answers will vary. Active listening requires that the listener fully concentrates, understands, responds and then remembers what is being said. It is useful when receiving important instructions, resolving conflict, and providing or receiving critical feedback. When listening actively: a. observe the speaker's behavior and body language. Having the ability to interpret a person's body language lets the listener develop a more accurate understanding of the speaker's message. b. paraphrase the speaker's words. In doing so, the listener is not necessarily agreeing with the speaker—simply stating what was said to ensure understanding. c. ask questions as needed to ensure accurate understanding. REJ: Please see the section "Listening as a Communication Skill" for more information.

87. Answers will vary. Effective group decision making includes the following steps: 1. Analyzinge the decision to be made by adequately assessing the present situation.: To analysze something is to break it down into its smaller components. Research suggests that how a group analyszes the information can dramatically affect the group's decision.

Having too little evidence—or none— is one of the reasons groups sometimes fail to analyze the present situation accurately. Even if group members do have ample evidence, it may prove to be defective if they have not applied the proper tests to ensure the quality of the evidence. Whether the information a group has is good or bad, group members will tend to use the information if all members receive it, group members discuss it, and at least one group member champions the information. Just having information does not mean the group will use it well. Reasoning is the process of drawing conclusions from information. Flawed reasoning, like flawed data, can contribute to a bad decision.

2. Seeking input from each member.: One primary reason to work in groups and teams is the opportunity to tap the knowledge base of many people rather than just a few individuals. Research by John Oetzel documents what makes intuitive sense: Groups make better decisions when there is more equal participation in the discussion. Conversely, if several members dominate the conversation, decision quality suffers. Group members who believe they did not have an opportunity to voice their opinions and share information with others will not perceive the decision to have been reached fairly.

3. Identifying and clarifying the goals of the decision.: After assessing the current situation, the group should identify its objectives. A group uncertain about its task will have difficulty making a quality decision. If its goal is clear, a group can begin to identify alternatives and then weight each as to its ability to meet that goal. A group that has not clearly spelled out what it hopes to accomplish by making a decision has no means of assessing the effectiveness of the decision.

REJ: Please see the section "Group Communication" for more information.

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Chap_03_BCOM10 Indicate whether the statement is true or false.

1. With reference to dimensions of context, the cultural context refers to the nature of relationship between communicators, as well as who is present. a. True b. False 2. A receiver's reaction to a message is strongly influenced by the sequence in which ideas are presented. a. True b. False 3. Any form of compliment is not an effective way of increasing an audience's receptiveness to ideas that follow. a. True b. False 4. Perception is the part of the communication process that involves how we look at others and the world around us. a. True b. False 5. If a speaker feels that his or her audience might be antagonized by the main idea in a message, he or she should lead up to the main idea by making the message deductive. a. True b. False 6. Written defamatory remarks are referred to as slander. a. True b. False 7. Ideas are more interesting and appealing if they are expressed from the sender's viewpoint. a. True b. False 8. With reference to dimensions of context, the cultural context includes the cultural backgrounds of the people with whom you may be communicating. a. True b. False 9. Outlining increases the chance of leaving out an essential idea or including an unessential idea. a. True b. False 10. Adhocracy culture in a corporate organization is marked by a structured and formalized workplace where leaders act like coordinators or administrators. a. True b. False Copyright Cengage Learning. Powered by Cognero.

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Chap_03_BCOM10 11. Face-to-face communication is the preferred form of communication when promoting or firing an employee. a. True b. False 12. Embellishment or exaggeration of facts in a message is justified while communicating information for marketing purposes. a. True b. False 13. When a message begins with the major idea, the sequence of ideas is called deductive. a. True b. False 14. The best channel for conveying large amounts of information is generally an oral one. a. True b. False 15. In the communication process, outlining should be completed prior to writing. a. True b. False 16. Inductive organization of a message can be especially effective if the main idea confirms the conclusion the audience has drawn from the preceding details. a. True b. False 17. Market culture is controlled and has an internal focus. a. True b. False 18. With reference to the dimensions of context, the chronological context refers to the nature of the relationship between the communicators, as well as who is present. a. True b. False 19. Clan culture refers to a structured and formalized workplace where leaders act like coordinators or administrators. a. True b. False

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Chap_03_BCOM10 Indicate the answer choice that best completes the statement or answers the question.

20. Which of the following is true of face-to-face communication? a. It increases the opportunity of processing and remembering a long and complex message. b. It is an inexpensive and time-saving communication channel. c. It includes nonverbal information in addition to that provided in written or oral form. d. It facilitates greater control over a message than written communication.

21. Which of the following is true of nonverbal communication? a. It is the best channel of communication when a high degree of control is to be maintained over a message sent. b. It is difficult to interpret for a variety of reasons, mainly because it is not generally considered a coded language. c. It is appropriate when the message to be communicated should be precise and should avoid chances of ambiguity.

d. It is an efficient channel of communication when long and complex messages have to be delivered.

22. In which of the following ways does outlining before communicating a complex message benefit the sender? a. It permits concentration on one phase at a time. b. It reinforces a "me attitude." c. It ensures that unimportant points are also given emphasis. d. It facilitates prolonging the duration of communication.

23. Zelda is the founder of Green House, a non-governmental organization for orphans. As the non-governmental organization was nearing bankruptcy, Zelda decided to write emails requesting business owners and major corporations in the city for donations. She drafted two different emails—one for addressing small businesses and another for multinational corporations for the same purpose. In this scenario, which of the following audience characteristics did Zelda take into consideration while drafting two different emails? a. Rapport b. Economic level c. Occupational background d. Culture 24. In the context of outlining, which of the following is true of the inductive approach? a. It is used when an audience is likely to like the main idea. b. It is used to discourage audience involvement. c. It is used when the message is routine. d. It is used when an audience needs to be persuaded by the message.

25. In the context of communication media, which of the following is a similarity between Twitter and Facebook? a. Both are platforms that companies rely on when referring to an individual's professional information. b. Both are suitable for communicating confidential information. c. Both are used for sending out impersonal and routine messages. d. Both are good for directing readers' attention to other forms of communication, such as a website.

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Chap_03_BCOM10 26. Patrick prepares a presentation for a research paper that begins with the major idea. He then realizes that the topic could be antagonizing and may not please his audience. In this scenario, which of the following outlining approaches should Patrick use? a. The deductive approach b. The inductive approach c. The system approach d. The contingency approach 27. Which of the following communication media allows people to interact rather than receive information passively? a. A memo b. A voice mail c. A Web page d. A fax 28. _____ is a pattern of shared basic assumptions that a group learned as it solved its problems of external adaptation and internal integration and which has worked well enough to be taught to new members as the correct way to perceive, think, and feel in relation to these problems. a. Institutional ethics b. Chronemics c. Organizational culture d. Ethnocentrism 29. _____ refers to a friendly workplace culture where leaders act like father figures. a. Adhocracy culture b. Market culture c. Clan culture d. Hierarchy culture 30. Which of the following is true of outlining before communicating a complex message? a. It ensures that insignificant points appear at emphatic positions. b. It encourages positive reaction toward the message and the sender. c. It enables concentration on multiple phases at a time. d. It provides the opportunity to eliminate all the minor ideas.

31. Which of the following is considered an expensive channel of communication for business users? a. A blog application b. A face-to-face meeting c. A videoconferencing tool d. A teleconferencing tool

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Chap_03_BCOM10 32. Identify a true statement about nonverbal communication. a. Nonverbal communication does not supplement oral forms. b. Nonverbal communication does not provide any additional information. c. All nonverbal codes are interpreted in the same way across different cultures. d. Some nonverbal codes are sent intentionally, and others unintentionally.

33. Allen and Ray are childhood friends. At their workplace, Ray is Allen's boss. During one of their conversations, Allen brings up the fact that according to the company's policy regarding promotions, he is eligible to be promoted. Allen tells Ray that not only has he been with the company for 10 years, but he has also made significant contributions to the company. Ray, however, seems reluctant and gives Allen a number of reasons as to why promoting him right now would not be a good move. He tells Allen that he will think about the promotion next year. After their conversation, Allen feels that Ray did not show professionalism and did not take the matter seriously. Which of the following dimensions of context has most likely affected this interaction? a. The physical context b. The cultural context c. The chronological context d. The social context 34. _____ can be disseminated using a variety of media or forms, including memos, letters, emails, instant or text messaging, faxes, press releases, company websites, blogs, blog applications, wikis, and reports. a. Oral communication b. Written communication c. Kinesic communication d. Haptic communication 35. In a discussion of communication, the word _____ means the act of dividing a topic into parts and arranging them in an appropriate sequence. a. "synergize" b. "organize" c. "induction" d. "adaptation" 36. Which of the following statements is true of perception of reality? a. It is limited by previous experiences. b. It is unaffected by our attitudes toward the sender of a message. c. It is similar among individuals with similar backgrounds. d. It is independent of our viewpoints.

37. Which of the following is a similarity between a memo and a voice mail? a. Both memo and voice mail constitute oral communication. b. Neither a memo nor a voice mail requires feedback. c. Both memo and voice mail are intended for an external audience. d. Neither a memo nor a voice mail can be used for confirming.

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Chap_03_BCOM10 38. Raj, a senior engineer at a manufacturing firm, leads a designing team from the home country, while the team works from the host country. Currently, the team is working on a project and is on the verge of finalizing a design. At this point, the client communicates a change in the design, and Raj has to pass this information to his team immediately. In this scenario, which of the following will be the ideal medium of communication? a. A letter b. A video conference c. A face-to-face meeting d. A memo 39. Which of the following is true of the telephone as a communication medium? a. It should not be used for discussing bad news. b. It makes it difficult to measure message impact. c. It should not be used for sending confidential information. d. It is great for creating a personal connection.

40. _____ refers to the degree to which a cultural group minimizes gender role differences and promotes gender equality. a. Gender egalitarianism b. Gender affiliation c. Gender fluidity d. Gender binarism 41. Stazia Inc. is a software company that intends to collaborate with Softron Inc., another multinational software company. Steve, the chief executive officer of Stazia, decides to discuss the company's objectives with Jared, the chief executive officer of Softron. Steve seeks to obtain information about the services Softron offers and the quality process it follows. In this scenario, which of the following mediums of communication should Steve use to ensure confidentiality of information? a. A memo b. An oral presentation c. A face-to-face meeting d. A voice mail 42. In the process of selecting an outline for a message, which of the following steps should take place before predicting the reaction of the audience? a. Determining the central idea to be conveyed b. Separating the essential details from the unessential details c. Determining how the sender's personal preferences will affect communication d. Drafting the supporting details of an idea

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Chap_03_BCOM10 43. Andy has been working at Aerial Corp. for a long time. He feels he is hard working and that he deserves a pay hike. He seeks a meeting with Anna, his manager, to ask for a raise. As Anna is busy preparing for the annual board meeting, Andy decides to postpone the meeting with Anna. In this scenario, which of the following dimensions of context influenced Andy's interaction with Anna? a. The physical context b. The social context c. The chronological context d. The cultural context 44. Which of the following is best for providing additional benefits to prospects through peer-to-peer networking and posting career opportunities? a. Facebook b. LinkedIn c. Instagram d. Twitter 45. Which of the following techniques should a sender follow to communicate ethically and responsibly? a. The sender should embellish facts to make ideas sound better. b. The sender should use such words that convey several meanings in addition to what is intended. c. The sender's message should support his or her interests. d. The sender's viewpoints should be supported with objective facts.

46. Which of the following is true of an email? a. It is useful in measuring the impact of a message. b. It is ideal for conveying confidential information. c. It can reach mass audiences fast. d. It includes nonverbal communication cues.

47. Zhenyu, a manager at Finertech Inc., needs to inform one of his subordinates that he has not been considered for a promotion. He intends to use a channel of communication that will allow him a great degree of control over his message. In this scenario, which of the following channels of communication should Zhenyu use? a. A written channel b. A visual channel c. A nonverbal channel d. An oral channel 48. Which of the following is a result of gaining firsthand knowledge of the audience before writing a message? a. It complicates the task of organizing the sender's message. b. It supports the sender's viewpoint with subjective information. c. It permits the sender to address the audience's needs and concerns. d. It eliminates the scope for negative feedback.

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Chap_03_BCOM10 49. In the context of cultural dimensions identified by the GLOBE study of 62 societies, _____ refers to the degree to which people express pride, loyalty, and cohesiveness in their families. a. in-group collectivism b. reciprocal altruism c. egalitarianism d. egocentrism 50. Isabella was hit by a car while she was walking on the road and sustained minor injuries. She filed a case against the car driver. As the case was being investigated, several witnesses on the road provided conflicting statements about the accident. In this scenario, which of the following is most likely a reason for contradictory statements of the witnesses? a. Rapport created by previous dealings b. Individual differences in perception c. Inability to decode nonverbal cues d. Ineffectiveness of the communication channel 51. Which of the following is a difference between communicating through a Web page and the telephone? a. A Web page is an expensive medium of communication, whereas the telephone is a cost-effective medium of communication. b. A Web page is used for sharing information with a large audience, whereas the telephone is used for sending confidential information. c. A Web page is used for discussing bad-news messages, whereas the telephone is used for sharing goodnews messages. d. A Web page makes it easy to measure impact, whereas the telephone does not.

52. Written defamatory remarks are referred to as _____. a. libel b. slander c. jargon d. treason 53. In the context of the Competing Values Framework, which of the following is true of adhocracy culture? a. It refers to a structured workplace where leaders act like coordinators. b. It refers to a competitive workplace where leaders are hard drivers. c. It refers to a friendly workplace where leaders act like father figures. d. It refers to a dynamic workplace where leaders stimulate innovation.

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Chap_03_BCOM10 54. Alan, the chief executive officer of Pioneer Inc., was requested by Jack, a student at Woodhouse Elementary School, to share some information about Pioneer for his project report. While Alan could have forwarded one of the several emails he had written about the company to his clients, he used simple words and gave simple basic facts about Pioneer when responding to Jack. In this scenario, which of the following audience characteristics did Alan consider? a. Rapport b. Age c. Expectations d. Culture 55. _____ is a three-phase process of selecting, organizing, and interpreting information, objects, people, events, or situations. a. Conservation b. Acculturation c. Perception d. Articulation 56. Communicating ethically involves: a. upholding the sender's interests over the interests of the audience. b. selecting words that may convey several meanings in addition to that intended. c. embellishing facts to make ideas sound better. d. expressing ideas clearly and understandably.

57. Identify a true statement about organizational culture. a. It is constant and remains the same in all organizations throughout the world. b. It determines the extent to which an individual member is isolated from the culture. c. It rarely affects by the participants' quality of communication in an organization. d. It is created and reproduced through the communication practices of its participants.

58. Ray Muller, a renowned physicist, is addressing a gathering of physics students from different parts of the world.

While delivering his speech, which of the following audience characteristics should Ray Muller consider? a. Economic level b. Occupational background c. Cultural difference d. Rapport 59. Briefly explain the four different culture types based on the Competing Values Framework.

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Chap_03_BCOM10 60. Write a brief note on the physical, social, chronological, and cultural dimensions of context.

61. List and discuss any four guidelines that need to be followed for communicating ethically and responsibly with an audience.

62. Explain how the time required for feedback and the costs of various communication channels influence channel choice considerations.

63. Rebecca works at Delta Creations, a content development company. She is an aspiring author who wants to write short stories for children. However, she is not sure whether it is worth leaving a high-paying job to follow her passion. Rebecca is also a single mother who has to take care of her two children: Joseph, a 12-year-old boy, and Serena, a 14-year-old girl. Hence, she decides to consult Murray who is a project manager at Theta Solutions, a leading global provider of educational books and materials and a leading publisher. Murray wants to help Rebecca by getting a better idea of the book Rebecca wants to write and anticipating the audience's reaction to it. How can Murray help Rebecca solve her dilemma?

64. Explain how the richness and ambiguity of communication channels influence channel choice considerations.

65. List the ways in which a sender can cultivate a "you attitude" in his or her message.

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Chap_03_BCOM10 66. Briefly describe the effectiveness of Twitter, Facebook, and LinkedIn as communication media.

67. Which is the best channel for conveying large amounts of information? Discuss how permanent records of work activities can be kept using different communication channels.

68. Discuss the five common bases for determining the sequence of minor ideas that accompany the major idea.

69. Explain the necessity to determine the purpose of communication.

70. What is organizational culture? How does it affect communication?

71. Discuss the different channels of communication. What influences channel choice?

72. Describe why a sender needs to cultivate a "you attitude" in his or her message.

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Chap_03_BCOM10 Answer Key 1. False 2. True 3. False 4. True 5. False 6. False 7. False 8. True 9. False 10. False 11. True 12. False 13. True 14. False 15. True 16. True 17. False 18. False 19. False 20. c 21. b 22. a 23. b 24. d 25. d 26. b

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Chap_03_BCOM10 27. c 28. c 29. c 30. b 31. b 32. d 33. d 34. b 35. b 36. a 37. b 38. b 39. d 40. a 41. c 42. a 43. c 44. b 45. d 46. c 47. a 48. c 49. a 50. b 51. b 52. a 53. d 54. b Copyright Cengage Learning. Powered by Cognero.

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Chap_03_BCOM10 55. c 56. d 57. d 58. c 59. Answers will vary. Theorists have constructed a variety of models to try to capture the essence of

corporate culture. But one simple model based on the Competing Values Framework distinguishes four culture types, which are summarized here to illustrate the differences that might emerge in corporate cultures: a. Clan culture: It refers to a friendly workplace where leaders act like father figures. It has an internal focus and is flexible. b. Adhocracy culture: It refers to a dynamic workplace with leaders who stimulate innovation. It has an external focus and is flexible. c. Market culture: It refers to a competitive workplace where leaders are hard drivers. It has an external focus and is controlled. d. Hierarchy culture: It refers to a structured and formalized workplace where leaders act like coordinators or administrators. It has an internal focus and is controlled. REJ: Please see the section "Step 1: Consider the Applicable Contextual Forces" for more information.

60. Answers will vary. There are several dimensions to context, including the physical, social, chronological, and cultural.

The physical context or setting can influence the content and quality of interaction. For example, if you were to ask your boss for a raise, the effect of the setting might dramatically affect your chances for success. How might the following settings affect the success of such an interaction, how it might take place, or whether it should take place: In the boss's office? At a company picnic? Over lunch at a restaurant? In your work area with others observing?

The social context refers to the nature of the relationship between the communicators, as well as who is present. In the same situation mentioned above, imagine how the relationship between your manager and yourself might affect your request for a raise.

The chronological context refers to the ways time influences interactions. For example, how might the time of day affect the quality of an interaction? How might the communicator's personal preferences regarding time affect communication and its success? Is it a busy time of year for employees and managers? Has there just been a major layoff, downsizing, or profit loss? In this last case, you might want to put off your request for a raise until conditions improve.

The cultural context includes both the organizational culture as well as the cultural backgrounds of the people with whom you may be communicating. A person's cultural influences also can affect the kind and quality of communication that takes place, and they can help determine approaches that will be more effective. For example, young people have different expectations than seniors; Hispanics have different expectations than Asians; Californians have different expectations than people from the Midwest or East Coast; and men may communicate differently than women. REJ: Please see the section "Step 1: Consider the Applicable Contextual Forces" for more information.

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Chap_03_BCOM10 61. Answers will vary. As business communication often affects the lives of many, a writer must accept responsibility for using it to uphold his or her own personal values and the company's standards of ethical conduct. Before speaking or writing, one must use the following guidelines to help you communicate ethically and responsibly: a. Is the information stated as truthfully, honestly, and fairly as possible? Good communicators recognize that ensuring a free flow of essential information is in the interest of the public and the organization. Dishonesty can cost organizations money, as well as incur damage to their reputation. b. Is your viewpoint supported with objective facts? Are facts accurately documented to allow the reader to judge the credibility of the source and to give credit where credit is due? Can opinions be clearly distinguished from facts? Have you honestly evaluated any real or perceived conflict of interest that could prevent you from preparing an unbiased message? c. Are graphics carefully designed to avoid distorting facts and relationships? Communicating ethically involves reporting data as clearly and accurately as possible. Misleading graphics result either from the developers' deliberate attempt to confuse the audience or from their lack of expertise in constructing ethical graphics. d. Does the message embellish or exaggerate the facts? Legal guidelines related to advertising provide clear guidance for avoiding fraud, the misrepresentation of products or services; however, overzealous sales representatives or imaginative writers can use language skillfully to create less than accurate perceptions in the minds of receivers.

REJ: Please see the section "Step 4: Adapt the Message to the Audience's Needs and Concerns" for more information.

62. Answers will vary. Just as we may need to contact someone immediately, we may also need a

response from that person just as rapidly. The most rapid forms of communication are generally electronic. However, depending on the person with whom you are communicating, his or her personality, and your relationship, communicating with a person via an electronic channel does not guarantee prompt feedback. In other words, corporate cultures and individual people may have preferences for specific communication channels or mediums and differing communication practices.

Many channels of communication are relatively inexpensive for business users. Mail, email, text messages, telephones, faxes, wikis, blogs and blog applications, social media, videoconferencing and teleconferencing tools, and Skype are generally considered inexpensive forms of communication. These tools have made it much less expensive for stakeholders both inside and outside organizations to communicate with each other, regardless of their location. Still, there are times when it may be appropriate to choose the greater expense of arranging a face-to-face meeting, such as when introducing members of a virtual team who will be working on an important project for some time or interviewing job applicants for key positions. REJ: Please see the section "Step 2: Determine the Purpose, and Select an Appropriate Channel and Medium" for more information.

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Chap_03_BCOM10 63. Answers will vary. To help Rebecca solve her dilemma, Murray can ask Rebecca to answer the

following questions in this order: a. What is the central idea of the book? Think about the reason you are writing—the first step in the communication process. The purpose is the central idea of your book. b. What is the most likely audience reaction to the book? If you were the one receiving the book you are preparing to send, what would your reaction be? Because you would react with pleasure to good news and displeasure to bad news, you can reasonably assume the receiver's reaction would be similar. By considering anticipated audience reaction, you build goodwill with the receiver. Almost every book will fit into one of the four categories of anticipated audience reaction: pleasure, displeasure, interest but neither pleasure nor displeasure, or no interest. c. In view of the predicted audience reaction, should the central idea be listed first in the outline or should it be listed as one of the last items? When a book begins with the major idea, the sequence of ideas is called deductive. When a book withholds the major idea until accompanying details and explanations have been presented, the sequence is called inductive. REJ: Please see the section "Step 5: Organize the Message" for more information.

64. Answers will vary. Some channels of communication provide more information than others. Generally,

the richest channels of communication provide nonverbal information in addition to that provided in written or oral form. For this reason, the richest channel of communication is face-to-face, or interpersonal. Face-to-face communication provides participants a rich source of information, including vocal cues, facial expressions, bodily movement, bodily appearance, the use of space, the use of time, touching, and clothing and other artifacts. In addition, face-to-face communication provides opportunities to facilitate feedback and establish a personal focus. These aspects also contribute to the richness of interpersonal communication as a channel of communication.

Some channels of communication are more ambiguous or leave more room for interpretation of the message being sent than others. Nonverbal communication may be the most ambiguous channel of communication because it requires an audience to interpret almost the entirety of a message.

Nonverbal communication is difficult to interpret for a variety of reasons, mainly because it is not generally considered a coded language. Because of this, one nonverbal code may communicate a variety of meanings. Similarly, nonverbal communication can be difficult to interpret because a variety of codes may communicate the same meaning. A third issue that may affect a person's ability to interpret nonverbal codes accurately is intentionality. Some nonverbal codes are sent intentionally, and others unintentionally. REJ: Please see the section "Step 2: Determine the Purpose, and Select an Appropriate Channel and Medium" for more information.

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Chap_03_BCOM10 65. Answers will vary. To cultivate a "you attitude," a sender must concentrate on the following questions:

a. Does the message address the receiver's major needs and concerns? b. Would the receiver feel the message is receiver-centered? Is the receiver kept clearly in the picture? c. Will the receiver perceive the ideas to be fair, logical, and ethical? d. Are ideas expressed clearly and concisely (to avoid lost time, money, and possible embarrassment caused when messages are misunderstood)? e. Does the message promote positive business relationships—even when the message is negative? For example, are please, thank you, and other courtesies used when appropriate? f. Are ideas stated tactfully and positively and in a manner that preserves the receiver's self-worth and cultivates future business? g. Is the message sent promptly and through the preferred channel to indicate courtesy? h. Does the message reflect the high standards of a business professional: accurate and appealing document design, quality printing, and absence of misspellings and grammatical errors? REJ: Please see the section "Step 4: Adapt the Message to the Audience's Needs and Concerns" for more information.

66. Answers will vary.

a. Twitter: It is great for short bursts of information. It is good for directing attention to other forms of communication, such as a website. Real time tweets can make people off-site feel involved in sitebased events. It is also good for generating a following. It is quick, easy, and cheap. It attracts younger audiences. b. Facebook: It is easy and cheap. It is a good way of directing readers' attention to other forms of communication, such as a website. It is good for gathering information about individuals, and it is a good way to build a general profile. It also allows people to interact rather than receive information passively. c. LinkedIn: It is easy and cheap. It is a good way of directing readers' attention to other forms of communication, such as a website. It is good for gathering information about individuals. It is also good for providing additional benefits to prospects through peer-to-peer networking and posting career opportunities. REJ: Please see the section "Step 2: Determine the Purpose, and Select an Appropriate Channel and Medium" for more information.

67. Answers will vary. The best channel for conveying large amounts of information is generally a written

one. One reason is that most of us are generally poor listeners. Studies indicate that we retain only 10% or so of what we hear. Therefore, if you want people to have the opportunity to process and remember the information you have to deliver, particularly if the message is long or complex, then it is generally best delivered using a written channel rather than an oral one.

Businesspeople are often involved in situations where they must keep records of what occurred during various work activities throughout the day or week. These situations include the need to record what occurred at a department meeting, an employee's work history, the findings of an audit of a client's financial records, and an employee's travel expenses. Most legal documents, including contracts, use the written channel of communication for this reason: the need to maintain a record.

Email messages and other electronic forums such as websites, social networking sites, and blogs, if stored and backed up properly, can also serve as a record. REJ: Please see the section "Step 2: Determine the Purpose, and Select an Appropriate Channel and Medium" for more information.

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Chap_03_BCOM10 68. Answers will vary. For determining the sequence of minor ideas that accompany the major idea, the

following bases for idea sequence are common: a. Time: When writing a report or email message about a series of events or a process, paragraphs proceed from the first step through the last step. b. Space: If a report is about geographic areas, ideas can proceed from one area to the next until all areas have been discussed. c. Familiarity: If a topic is complicated, the presentation can begin with a known or easy-tounderstand point and proceed to progressively more difficult points. d. Importance: In analytical reports in which major decision-making factors are presented, the factors can be presented in order of most important to least important, or vice versa. e. Value: If a presentation involves major factors with monetary values, paragraphs can proceed from those with greatest values to those with least values, or vice versa. REJ: Please see the section "Step 5: Organize the Message" for more information.

69. Answers will vary. To speak or write effectively, you must think through what you are trying to say and

understand it thoroughly before you begin. Ask yourself why you are preparing a message and what you hope to accomplish. Condense the answers into a brief sentence that outlines the purpose for writing or the central idea of your message. You will use the central idea to organize your message to achieve the results you desire.

The major purpose of many business messages is to have the receiver understand logical information. Informative messages are used to convey the vast amounts of information needed to complete the day-to-day operations of a business—explain instructions to employees, announce meetings and procedures, acknowledge orders, accept contracts for services, and so forth. Some messages are intended to persuade—to influence or change the attitudes or actions of the receiver.

These messages include promoting a product or service and seeking support for ideas and worthy causes presented to supervisors, employees, stockholders, customers or clients, and others.

Additional purposes include establishing a good relationship with your audience and establishing and maintaining your own credibility as a professional, both of which can help increase persuasiveness. In addition to identifying the purposes of the message, it is also important to decide which channel and medium would be most effective and appropriate. REJ: Please see the section "Step 2: Determine the Purpose, and Select an Appropriate Channel and Medium" for more information.

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Chap_03_BCOM10 70. Answers will vary. Organizational culture can be variously defined depending on the theoretical

assumptions of the definer. One perspective of culture is that it is "a pattern of shared basic assumptions that a group learned as it solved its problems of external adaptation and internal integration and which has worked well enough to be taught to new members as the correct way to perceive, think, and feel in relation to these problems." This view assumes that culture exists outside of the participants and their communication patterns. Another perspective of organizational culture is that it is created and reproduced through the communication practices of its participants with an expansive view of what constitutes communication: symbols; artifacts, such as company logos and accepted employee dress; and structural elements, such as office layout and design. Regardless of the perspective applied to defining the phenomenon, an organization's culture determines what it can and cannot do, and to the extent of individual members' socialization into that culture, it determines what they can and cannot do. This is true of actions, behaviors, communicative practices, and use and inclusion of accepted artifacts.

In other words, organizational culture affects the type, amount, and quality of communication that is generally accepted within an organization. The culture of a business provides part of the context for interpreting the meaning of everyday organizational life, as well as determining what are considered appropriate messages, the proper or expected ways to convey them, and to whom.

The culture of business can be characterized as typically having a bias toward action, a demand for confidence, and a results orientation. The culture of business can be seen in everyday office interactions. Being knowledgeable about an organization's culture can help you gauge the type and quality of communication that takes place as well as whether you are a good match with an organization. REJ: Please see the section "Step 1: Consider the Applicable Contextual Forces" for more information.

71. Answers will vary. Broadly speaking, four channels of communication exist: visual, written, oral, and

nonverbal. However, these broad categories can be broken down further. For example, written communication can be disseminated using a variety of media or forms, including memos, letters, emails, instant or text messaging, faxes, press releases, company websites, blogs, blog applications, wikis, and reports. Oral communication can also use various media or forms such as face-to-face or interpersonal, telephone, voice messages, teleconferences and videoconferences, speeches, meetings, and podcasts. Typically, nonverbal communication supplements oral forms, but it should not be underestimated because most communication in face-to-face situations is often nonverbal. Similarly, visual communication supplements both written and oral forms of communication in the form of slide presentations, diagrams, photographs, charts, tables, video, and artwork.

Channel choice might be influenced or informed by steps in the planning process. For instance, the contextual forces may affect how a message is sent. If an organization typically conveys most routine messages using email, for instance, this may be the most obvious choice. The purpose of communication might affect channel choice as well. In a situation in which the purpose is primarily to establish a relationship or convey goodwill, a face-to-face meeting might be the best choice to achieve this goal. Audience analysis might yield information that indicates it prefers a particular medium of communication such as email or phone discussions. REJ: Please see the section "Step 2: Determine the Purpose, and Select an Appropriate Channel and Medium" for more information.

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Chap_03_BCOM10 72. Answers will vary. Ideas are more interesting and appealing if they are expressed from an audience's

viewpoint. Developing a "you attitude" rather than a "me attitude" involves thinking in terms of the other person's interests and trying to see a problem from the other's point of view. A letter, memo, email, or phone call reflecting a "you attitude" sends a direct signal of sincere concern for the receiver's needs and interest.

The use of the word you (appropriately used) conveys to receivers a feeling that messages are specifically for them. However, if the first-person pronoun I is used frequently, especially as the subject, the sender may impress others as being self-centered—always talking about self.

For example, "I wanted to congratulate you on your recent promotion" is a sender-centered message and "Congratulations on your promotion to sales manager!" is a receiver-centered message.

Compliments (words of deserved praise) are another effective way of increasing an audience's receptiveness to ideas that follow. Give sincere compliments judiciously as they can do more harm than good if paid at the wrong time, in the wrong setting, in the presence of the wrong people, or for the wrong reasons. Likewise, avoid flattery (words of undeserved praise). Although the recipient may accept your flattery as a sincere compliment, it is more likely that the recipient will interpret your undeserved praise as an attempt to gain favor or special attention. Suspicion of your motive makes effective communication less likely. REJ: Please see the section "Step 4: Adapt the Message to the Audience's Needs and Concerns" for more information.

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Chap_04_BCOM10 Indicate whether the statement is true or false.

1. Overuse of visual enhancements will cause a document to appear cluttered and will defeat the purpose of creating an appealing, easy-to-read document. a. True b. False 2. Routinely used clichés capture the receiver's attention because they are interesting. a. True b. False 3. Using passive voice reduces the number of words required to express an idea and thus saves the reader a little time. a. True b. False 4. To produce a finished product that is free of errors, one must use the spell checker to locate simple keying errors and repeated words in the document. a. True b. False 5. Business communicators normally use passive voice more heavily than active voice because passive voice conveys ideas more vividly. a. True b. False 6. Human relations can suffer when denotative words are inadvertently used instead of connotative words. a. True b. False 7. Business writers prefer simple, informal words that are readily understood and less distracting than more difficult, formal words. a. True b. False 8. To emphasize a word or an idea, position it first or last in a sentence, clause, paragraph, or presentation. a. True b. False 9. Writing a passage with a readability index appropriate for the audience guarantees the message will be understood. a. True b. False

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Chap_04_BCOM10 10. The Fog Index and the Flesch–Kincaid Grade Level calculator consider the length of sentences and the difficulty of words to produce the approximate grade level at which a person must read in order to understand the material. a. True b. False 11. Most often, using specific words while communicating negative ideas keeps the ideas from receiving more emphasis than they deserve. a. True b. False 12. To emphasize an idea in a simple sentence, place it in a dependent clause. a. True b. False 13. For the sake of efficiency, you should finish proofreading a document with one revision. a. True b. False 14. In business writing, one should use third person for presenting pleasant ideas and second person for presenting unpleasant ideas. a. True b. False 15. The word "salesman" has a gender bias. a. True b. False 16. The following statement shows racial bias: "The chairman of the committee will be delivering a speech." a. True b. False 17. Condescending words seem to imply that the communicator is temporarily coming down from a level of superiority to join the receiver on a level of inferiority. a. True b. False 18. Writing a message rapidly with intent to rewrite certain portions can be frustrating and can reduce the quality of the finished work. a. True b. False 19. In a document, numerals are typically preferred over bullets unless the sequence of the items in a series is critical. a. True b. False

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Chap_04_BCOM10 Indicate the answer choice that best completes the statement or answers the question.

20. Which of the following is true of concise messages? a. They use outdated expressions and have a dull and unnatural tone. b. They divert attention from the real message to emotional issues that have little to do with the message. c. They save time and money for both the sender and the receiver. d. They include jargons and clichés.

21. In the context of written messages, _____ are signposts that direct the receiver from one section of a document to another. a. enumerations b. tables c. headings d. graphs 22. A good practice for communicating concisely is to: a. avoid using second person when presenting ideas. b. use clichés to convey the message in a single sentence. c. use passive voice whenever possible. d. shorten sentences by using suffixes or prefixes.

23. Which of the following is considered an outdated expression? a. As you requested b. As per your request c. The enclosed d. Sincerely 24. In comparison with active voice, passive voice: a. reveals the doer of an action. b. subordinates an unpleasant thought. c. reinforces finger-pointing. d. conveys ideas more vividly.

25. In a document, enumerated or bulleted lists: a. should be placed only in the appendix section. b. result in divergence from the flow of the written message. c. can be used to add visual impact to items in a series. d. result in too much white space, making the page look less organized.

26. Which of the following is true of topic sentences? a. They are used for de-emphasizing insignificant ideas. b. They are clearly linked with details that precede or follow. c. They are not used in deductive paragraphs. d. They are avoided when listing steps of a process.

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Chap_04_BCOM10 27. Business communicators normally use active voice more heavily than passive voice because active voice: a. subordinates an unpleasant thought. b. conceals the doer of an action. c. conveys ideas more vividly. d. avoids finger-pointing.

28. To emphasize an idea in a simple sentence: a. position it in the middle of the sentence. b. let it appear only once in the sentence. c. use a small amount of space. d. place it in an independent clause.

29. While communicating, sentences in subjunctive mood: a. distract the receiver from paying sufficient attention to the statements that follow. b. include a reason that makes a negative idea seem less objectionable and thus improves the tone. c. divert attention from the real message to emotional issues that have little to do with the message. d. restate ideas that are sufficiently implied.

30. Which of the following statements is true of paragraph lengths? a. Paragraphs in business reports are usually shorter than the paragraphs in emails and memos. b. A long first paragraph is more inviting to read than a short first paragraph. c. A long last paragraph should be used to enable a writer to emphasize parting thoughts. d. As a general rule, paragraphs should be no longer than eight to ten lines.

31. Martha writes a letter to a movie producer sharing a screenplay that she has written. Her letter ends with the words "Enclosed please find a copy of the script. Very truly yours, Martha." In terms of readability, what mistake has Martha made in her letter? a. She has used clichés. b. She has used active voice. c. She has used outdated expressions. d. She has used very informal words.

32. Which of the following is a difference between connotative words and denotative words? a. Connotative words reveal the speaker's or writer's qualitative judgment, whereas denotative words do not reveal the speaker's or writer's qualitative judgment. b. Denotative words involve messages that are implied, whereas connotative words involve messages that are explicit. c. Denotative words are interpreted based on the context, whereas connotative words are not interpreted based on the context. d. Connotative words distract the receiver from paying attention to the statements that precede, whereas denotative words distract the receiver from paying attention to the statements that follow.

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Chap_04_BCOM10 33. Which of the following is an important step for fostering human relations in a professional setting? a. Avoiding the use of jargon b. Minimizing the use of profanity c. Avoiding redundancies in speech d. Using clichés in business messages 34. "The training session was worthwhile; it was worthwhile because employees learned to do the task correctly" is an example of the emphasis technique of _____. a. position b. repetition c. words that label d. space and format 35. Joe maintains a blog where he shares his experience of teaching martial arts. In his next blog, he plans to include the steps to be taken to improve the balance of postures. In this scenario, which of the following should he use to write about the steps? a. A boxed text b. A bulleted list c. A bar graph d. An enumerated list 36. Which of the following sentences uses specific language? a. The public outcry was huge. b. Please supply me with changes to the proposal by this Friday at noon. c. Sam is a great manager. d. Please get back to me soon about what we have already discussed.

37. The _____ of a word is the literal meaning of the word plus an extra message that reveals the speaker's or writer's qualitative judgment. a. connotative meaning b. stylistic meaning c. denotative meaning d. direct meaning 38. When communicating about people with disabilities, one must: a. use words that have ambiguous connotations. b. adhere to people-first language. c. focus on the disability rather than the person. d. use a dysphemism.

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Chap_04_BCOM10 39. Miranda is preparing a report on her company's monthly business activities. Which of the following sentences from Miranda's article is in passive voice? a. The sales department did not meet its targets last month. b. The project team has achieved great results. c. A great job was done by the marketing research department. d. A new manager in the company has given a few suggestions.

40. _____ are overused expressions that can cause their users to be perceived as unoriginal, unimaginative, lazy, and perhaps even disrespectful. a. Chunks b. Prototypes c. Clichés d. Jargons 41. Which of the following sentences has a connotative meaning? a. "Please do not hassle the customer service representatives with too frequent questions." b. "Research and development has developed an outstanding production process." c. "Rita's drive and enthusiasm make her successful at sales." d. "Your ability to meet deadlines is satisfactory."

42. A _____ reminds the reader of the key points of the body of a message in a more general way. a. topic conclusion b. call-to-action conclusion c. goodwill conclusion d. summary conclusion 43. When proofreading, which of the following questions should you ask to locate errors in the organization of a document? a. Is the information in the document complete? b. Does the document pass the "skim test"? c. Have words been omitted in the document? d. Does the message treat the receiver honestly and ethically?

44. Even for the most routine messages, a(n) _____ should be provided to provide closure and convey goodwill to the reader. a. buffer b. agenda c. dependent clause d. conclusion

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Chap_04_BCOM10 45. In which of the following ways can effective communicators protect goodwill? a. By avoiding the use of dysphemism b. By using connotative instead of denotative words c. By using passive voice instead of active voice d. By avoiding the use of subjunctive sentences 46. To reduce the sting of an unpleasant thought, _____. a. employ active voice b. use second person pronoun c. state ideas using positive language d. avoid using the subjunctive mood 47. Which of the following statements is ethnically biased? a. "Please give your form to Sheila, the Asian woman." b. "George is the older gentleman who works downstairs." c. "Blind employees receive special treatment." d. "Employees with vision impairments receive compensation."

48. For an inductively organized message, which of the following can be used to soften the approach and the reader's reception? a. An agenda b. A memo c. A paradox d. A buffer 49. When is it appropriate to use jargon? a. Only while delivering bad-news messages b. Only when speaking to professionals in the same field c. Only when speaking in informal settings d. Only during international business communication 50. Which of the following is most likely to generate a favorable response from the receiver? a. Using connotative tone extensively b. Using euphemistic terms rather than negative terms c. Using doubletalk extensively d. Using active voice to convey negative ideas 51. Which of the following is true of a deductively organized message? a. It uses a buffer or goodwill opening to soften the approach and the reader's reception. b. It starts with a direct introduction followed by a brief overview of the contents of the message. c. It starts with an explanation and details followed by the main idea of the message. d. It announces the purpose of the message from the sender's perspective.

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Chap_04_BCOM10 52. Which of the following is true of a dysphemism? a. It makes an idea seem negative or disrespectful. b. It is a kind word substituted for one that may offend. c. It helps build and protect goodwill. d. It is also known as corporate speak.

53. Which of the following is true of business writing? a. It should be elaborate and detailed. b. It requires providing sufficient "entry points" into a message to enable skimming. c. It is contrary to technical writing. d. It uses a formal style complete with multisyllabic words and long sentences.

54. Which of the following is true of the topic sentence in a paragraph? a. It is positioned in the middle of a paragraph. b. It is not used in a deductive paragraph. c. It presents the central idea of a paragraph. d. It precedes details in a paragraph that is inductive.

55. Which of the following carries the risk of creating a hostile working environment? a. A cliché b. Jargon c. Profanity d. A meme 56. In order to effectively revise and proofread a document, you should: a. avoid using visual enhancements at all times as they clutter the document. b. avoid taking suggestions from others on rewriting the document. c. revise the document until you find new ways to improve it. d. attempt to see things from the audience's perspective.

57. Malcolm is a professional writer. He has published many bestsellers. One of his friends expressed interest in knowing more about his writing process, so Malcolm showed his friend a few of his first drafts. The friend observed that the drafts were nothing like the final book, and the writing seemed amateurish compared with Malcolm's published work. In this scenario, which of the following is a likely reason for the difference in Malcolm's first drafts and the final books? a. Malcolm would have revised his work many times before he was satisfied with it. b. The publishing company would have changed Malcolm's books entirely before publishing them. c. Malcolm would have spent time making sure the first drafts are perfect. d. Writers only create first drafts; other people produce all subsequent drafts.

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Chap_04_BCOM10 58. Which of the following is true of a call-to-action conclusion? a. It is typically used for short routine messages. b. It encourages readers to take the next step in a process. c. It emphasizes an important topic or takeaway from a message. d. It reminds readers of the benefits of a process.

59. Mustafa is the president of ZoneIn Industries Inc., a company that manufactures PVC pipes and fittings. Due to losses incurred by the company, Mustafa reduced a major portion of the workers' pay and called it "temporary economic adaptation." In this scenario, the term used to represent the cutback exemplifies: a. jargon. b. a euphemism. c. libel. d. a redundancy.

60. Active voice differs from passive voice in that active voice: a. places greater emphasis on the subject's concerns. b. conveys ideas less vividly. c. avoids finger-pointing. d. subordinates an unpleasant thought.

61. Revise the following paragraph from an email message to employees. Focus on the voice, appropriate sentence length, and word selection to make the passage effective.

With the approach of the end of this fiscal year, it has been recommended by our accountant that the monies allocated in the budget to capital equipment be used as soon as it is expedient. Therefore, as has been our practice in the past, we are requesting that each of you compile a comprehensive detailed list outlining your requests for new equipment that you may have put on the back burner, so to speak. It would be appreciated if you could provide this information to me by the first of next month so that I can begin to process all orders prior to the expiration of the fiscal year. It is anticipated that a multitude of requests will be simultaneously submitted by department heads; it is highly probable that requests for equipment will be processed in the order received and delayed requests may not be funded. I sincerely appreciate your cooperation in our efforts to upgrade some of our capital equipment.

62. Why is it necessary to avoid discriminatory language? List the guidelines that help in avoiding bias in a document.

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Chap_04_BCOM10 63. Discuss in detail the various techniques employed to emphasize an idea or a word in a message.

64. Revise the following paragraph to add appropriate visual enhancements, such as enumerations, bullet lists, headings, tables or graphs, and so forth.

TO: John Henry, Personnel Director FROM: Lena Rose, Vice President DATE: xxx SUBJECT: EMPLOYEE COMMUNICATION You will recall the recent telephone survey we conducted on over 200 employees from the past five years to determine why so many of our workers leave our firm to take jobs elsewhere. The analysis of the data gathered on employee terminations has been completed. Our investigation resulted in two findings that are particularly noteworthy. Most workers who leave our firm to work elsewhere do not leave because they believe they are poorly paid. Their primary complaint is that they did not have satisfactory working relationships with their supervisors while working for us. The need for better communication throughout our work force is clear.

Accordingly, the following steps will be taken to meet this important need. All supervisors will interview their subordinates once each quarter rather than once each year, as in the past. Also, seminars in management communication skills will be provided for all supervisors and department heads to help them develop more effective communication techniques. We believe these efforts will open channels of communication among our employees and eliminate most of the frustration revealed by former workers in our recent survey. We have also designated an employee relations officer to personally deal with worker complaints of a particularly serious nature. Also, those who come up with ways to improve communication will be rewarded in the form of incentives. Finally, a company newsletter will be published monthly to provide an opportunity for employees to express their views publicly and to improve the flow of information throughout the firm. Appointments to the newsletter staff will be announced shortly.

These changes will go into effect on July 1 and will be officially announced to all employees next week. We believe these initiatives will be effective in our efforts to improve communication among employees, upgrade worker morale, and reduce the firm's costly and disruptive employee turnover problems. We will need your support as well as that of other first-level officers if the desired results are to be obtained in this undertaking. Feel free to make suggestions or recommendations that you believe may be helpful. We are hopeful that these changes will be well received by employees at all levels.

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Chap_04_BCOM10 65. In the context of written messages, list the procedures you should follow to produce a finished product that is free of errors.

66. What are active voice and passive voice? Discuss their purposes in detail.

67. Discuss why effective communicators should vary sentence and paragraph length in their writing.

68. Tom is the general manager at Glorious Solutions, a content development company. He was impressed with Stephanie's work and considered promoting her to the position of team leader. To judge her leadership qualities, Tom asked Stephanie to handle a sensitive issue regarding an employee who was on leave for two weeks without obtaining prior permission from anyone in the workplace. He asked Stephanie to send an email issuing an ultimatum to the concerned employee. Unsure of how she should handle the matter, Stephanie sought James's help; James is a team leader at a multinational corporation and is used to handling such sensitive issues in a constructive manner. Discuss in detail the suggestions James should give to Stephanie.

69. Discuss the techniques employed by writers to link ideas together.

70. Explain how electronic tools aid in making computations and identifying changes that can improve readability.

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Chap_04_BCOM10 71. How does business writing differ from academic writing? List down the various points of difference between these two genres of writing.

72. List and briefly explain five visual enhancements a writer can use to draw attention to important information.

73. While proofreading a document onscreen, what questions should you ask to locate errors in content, organization, and style?

74. Discuss the techniques you should follow to communicate concisely in a document.

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Chap_04_BCOM10 Answer Key 1. True 2. False 3. False 4. True 5. False 6. False 7. True 8. True 9. False 10. True 11. False 12. False 13. False 14. False 15. True 16. False 17. True 18. False 19. False 20. c 21. c 22. d 23. b 24. b 25. c 26. b

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Chap_04_BCOM10 27. c 28. d 29. b 30. d 31. c 32. a 33. b 34. b 35. d 36. b 37. a 38. b 39. c 40. c 41. a 42. d 43. b 44. d 45. a 46. c 47. a 48. d 49. b 50. b 51. b 52. a 53. b 54. c Copyright Cengage Learning. Powered by Cognero.

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Chap_04_BCOM10 55. c 56. d 57. a 58. b 59. b 60. a 61. Answers will vary. The solution should reflect active voice, to increase emphasis and clarity. Some complex sentences can be shortened and unnecessary clauses eliminated. Difficult words can be replaced in some cases with simple words. Important ideas can be better emphasized by careful placement in sentences and the paragraph.

A proposed solution follows: It is now the end of the fiscal year, and our accountant suggests that we spend the rest of the capital equipment money that we budgeted this year. I would like everyone to send me a list of the new equipment that you would like to purchase, including the catalog item number and price, if available. Many departments are submitting similar requests, and past experience shows that it is "first come, first serve." Our orders may not be funded if there is delay in submission of the request. So, please submit your information by next Monday so that our department can submit the requests immediately. REJ: Please see the section "Effective Introductions, Coherent Paragraphs, and Powerful Sentences" for more information.

62. Answers will vary. Being responsive to individual differences requires you to make a conscious effort

to use bias-free (nondiscriminatory) language. Using language that does not exclude, stereotype, or offend others permits them to focus on your message rather than to question your sensitivity.

Goodwill can be damaged when biased statements are made related to gender, race or ethnicity, religion, age, or disability. The following guidelines will help you avoid bias: a. Avoid referring to men and women in stereotyped roles and occupations. b. Use occupational titles that reflect genuine sensitivity to gender. c. Avoid designating an occupation by gender. d. Avoid using expressions that may be perceived to be gender-biased. e. Avoid racial or ethnic bias. f. Avoid age bias. g. Avoid disability bias. REJ: Please see the section "Improve Readability" for more information.

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Chap_04_BCOM10 63. Answers will vary. Emphasis techniques include sentence structure, repetition, words that label,

position, and space and format. a. Sentence structure: For emphasis, place an idea in the independent clause of a simple sentence; for de-emphasis, place the idea in the dependent clause. Because an independent clause makes sense if the rest of the sentence is omitted, an independent clause is more emphatic than a dependent clause. b. Repetition: To emphasize a word, let it appear more than once in a sentence. For example, a clever advertisement by Office-Max used the word stuff repeatedly to describe generically several types of office-supply needs ranging from paper clips to color copies, and then ended succinctly with "OfficeMax … for your office stuff." c. Words that label: For emphasis or de-emphasis, use words that label ideas as significant or insignificant. d. Position: To emphasize a word or an idea, position it first or last in a sentence, clause, paragraph, or presentation. In paragraphs, the first and last words are in particularly emphatic positions. An idea that deserves emphasis can be placed in either position, but an idea that does not deserve emphasis can be placed in the middle of a long paragraph. The central idea of a written or spoken report appears in the introduction (the beginning) and the conclusion (the end). Good transition sentences synthesize ideas at the end of each major division. e. Space and format: The various divisions of a report or spoken presentation are not expected to be of equal length, but an extraordinary amount of space devoted to a topic attaches special significance to that topic. Similarly, a topic that receives an especially small amount of space is deemphasized. The manner in which information is physically arranged affects the emphasis it receives and consequently the overall impact of the message. REJ: Please see the section "Effective Introductions, Coherent Paragraphs, and Powerful Sentences" for more information.

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Chap_04_BCOM10 64. Answers will vary. The following is one example.

TO: John Henry, Personnel Director FROM: Lena Rose, Vice President DATE: Current SUBJECT: REDUCING EMPLOYEE TURNOVER THROUGH IMPROVED COMMUNICATION We have completed the analysis of the data gathered recently on employee terminations. The results provide direction to help reverse the trend.

Research Methods: Over 200 former employees from the past five years were surveyed over telephone to determine why they chose to work elsewhere.

Survey Findings: Two particularly significant findings resulted from our survey: · Poor worker/supervisor communication is a serious problem. · Inadequate pay is not a major cause of employee turnover.

Actions to Be Taken: The Executive Committee has agreed that five steps must be taken immediately to reduce employee frustration and worker turnover. Accordingly, the following actions will be implemented from July 1. a. Supervisor/worker interviews will be held quarterly. b. Training in management communication skills will be offered to all supervisors and department heads. c. An employee relations officer will be designated to personally handle all serious worker complaints. d. A newsletter will be published monthly to give employees a public voice in company affairs. e. An incentives program will reward workers at all levels who identify effective ways to improve communication.

These initiatives will be effective, we believe, in strengthening employee morale and reducing costly and disruptive employee turnover problems in our firm. We request your strong support. REJ: Please see the section "Revise to Grab Your Audience's Attention" for more information.

65. Answers will vary. Following systematic revision procedures will help you produce error-free

documents that reflect positively on your company and you. Using the procedures that follow, you will see that effective proofreading must be done several times, each time for a specific purpose.

Follow these simple procedures to produce a finished product that is free of errors in content, organization, and style; mechanics; and format and layout: a. Use the spell checker to locate simple keying errors and repeated words. b. Proofread the document onscreen, concentrating first on errors in content, organization, and style. c. Proofread a second time concentrating on mechanical errors. d. Display the document in print preview mode, and edit for format and layout. e. Print a draft copy and proofread a third time if the document is non-routine and complex. f. Print written documents on high-quality paper. REJ: Please see the section "Proofread and Revise" for more information.

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Chap_04_BCOM10 66. Answers will vary. In sentences in which the subject is the doer of an action, the verbs are called active. In sentences in which the subject is the receiver of an action, the verbs are called passive. Business communicators normally use active voice more heavily than passive voice because active voice conveys ideas more vividly.

Review the differences in the impact of passive voice and active voice: Active voice: Our customers expect free refills of soft drinks, so we should not consider eliminating that offering.

Passive voice: Free refills of soft drinks are expected by our customer base and should not be the focus of cutbacks.

The active sentence invites the receiver to see the customer as actively engaged in setting expectations, while the passive sentence draws attention to the soft drink refills. Using active voice makes the subject the actor, which places greater emphasis on his or her concerns. In the passive sentence, the receiver becomes aware that soft drink refills are an issue, but it does not reveal who is concerned.

Even when a passive sentence contains additional words to reveal the doer, the imagery is less distinct than it would be if the sentence were active: Free refills of soft drinks are expected by our customer base and should not be the focus of cutbacks. "Free refills" gets the most attention because it is the subject. The sentence seems to let the audience know the result of the action before revealing the doer; therefore, the sentence is less emphatic. REJ: Please see the section "Effective Introductions, Coherent Paragraphs, and Powerful Sentences" for more information.

67. Answers will vary. Sentences of short or average length are easy to read and preferred for

communicating clearly. However, keeping all sentences short is undesirable, because the message might sound monotonous, unrealistic, or elementary. A 2-word sentence is acceptable; so is a 60word sentence if it is clear.

Variety is just as desirable in paragraph length as it is in sentence length. A paragraph can be from one line in length to a dozen lines or more. The first and last paragraphs are usually short (one to four lines), and other paragraphs are no longer than six lines. A short first paragraph is more inviting to read than a long first paragraph, and a short last paragraph enables a writer to emphasize parting thoughts. REJ: Please see the section "Effective Introductions, Coherent Paragraphs, and Powerful Sentences" for more information.

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Chap_04_BCOM10 68. ​ Answers will vary.

TO: Stephanie, Glorious Solutions

FROM: James, Hexagon Corp

DATE: xxx

SUBJECT: PROJECTING A POSITIVE, TACTFUL TONE

You should present your main points using a positive language. Rely mainly on positive words: words that speak of what can be done instead of what cannot be done, of the pleasant instead of the unpleasant. Avoid referring to Alan in second person when stating negative ideas. Use second person for presenting pleasant ideas and third person for presenting unpleasant ideas.

I would also suggest that you use passive voice to convey negative ideas. Presenting unpleasant thoughts emphatically would make it difficult for you to maintain a professional relationship with Alan in the future. However, you could continue using active voice to promote positive ideas. Just as emphasis on negatives hinders human relations, emphasis on positives promotes human relations.

As this is a sensitive issue, you could improve the tone of the email by using subjunctive mood. Subjunctive mood often includes a reason that makes the negative idea seem less objectionable and thus improves the tone. Tone is important, but clarity is even more important. REJ: Please see the section "Improve Readability" for more information.

69. Answers will vary. Careful writers use coherence techniques to keep receivers from experiencing

abrupt changes in thought. Although the word coherence is used sometimes to mean "clarity" or "understandability," it is used to mean "cohesion." If writing or speaking is coherent, the sentences stick together; each sentence is in some way linked to the preceding sentences. Avoid abrupt changes in thought, and link each sentence to a preceding sentence.

The following techniques for linking sentences are common: a. Repeat a word that was used in the preceding sentence. b. Use a pronoun that represents a noun used in the preceding sentence. c. Use connecting words.

Just as sentences within a paragraph must link, paragraphs within a document must also link. Unless a writer or speaker is careful, the move from one major topic to the next will seem abrupt. A good transition sentence can bridge the gap between the two topics by summing up the preceding topic and leading a receiver to expect the next topic. REJ: Please see the section "Effective Introductions, Coherent Paragraphs, and Powerful Sentences" for more information.

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Chap_04_BCOM10 70. Answers will vary. The grammar and style checker feature of leading word-processing software calculates readability measures to aid you in writing for quick and easy reading and listening. The Fog Index, a popular readability index developed by Robert Gunning, and the Flesch–Kincaid Grade Level calculator available in Microsoft Word consider the length of sentences and the difficulty of words to produce the approximate grade level at which a person must read in order to understand the material. For example, a grade level of 10 indicates a person needs to be able to read at the tenth-grade level to understand the material. Fortunately, you do not have to calculate readability manually, but understanding the manual calculation of the Fog index will illustrate clearly how sentence length and difficulty of words affect readability calculations and guide you in adapting messages.

The value of calculating a readability measure lies in the feedback you gain about average length of sentences and the difficulty of the words. Revise and recalculate the readability index and continue revising until you feel the reading level is appropriate for the intended audience.

The grammar and style feature in word processing programs also locates grammatical errors, including misspellings and common usage errors, such as the use of fragments, run-on sentences, subject–verb disagreement, passive voice, double words, and split infinitives. Because it can only guess at the structure of a sentence and then apply a rigid set of rules, a grammar and style checker, such as a spell checker, must be used cautiously. It is not a reliable substitute for a human editor who has an effective writing style and is familiar with the rules the software displays. Allow the software to flag misspellings and writing errors as you write, accept or reject the suggested changes based on your knowledge of effective writing, and use the readability measures to adjust your writing levels appropriately. REJ: Please see the section "Improve Readability" for more information.

71. Answers will vary. Business writing is just one of several genres of writing.

It differs from academic or compositional writing in many ways and is more akin to technical writing. Therefore, learning to be a good business writer often requires unlearning some of the conventions of academic or compositional writing you may have acquired in your previous training.

The context of business writing is very different from academic and compositional writing, including the elements of audience and purpose. Academic and compositional writing instruction is intended to teach students to write formally and correctly to an audience who loves writing and has the leisure time available to linger over it and appreciate its stylistic aspects. This is not the case for business audiences, many of whom do not like to read or write and don't have the time to linger over it. Most business audiences are not analyzing your writing for grammatical correctness and stylistic appeal, particularly in the case of routine messages. Instead, they are reading your messages to gather the information they need to move forward in their job duties.

Another difference between business writing and academic or compositional writing is that because of time pressures, business audiences are reading messages quickly. That means two things: Business writing should be complete yet concise, and it should be easy to skim. Therefore, a business reader is likely never to ask you to write a four-page report on information that might easily be covered in two or three paragraphs. It also means that you need to learn to write in such a way as to provide sufficient "entry points" into your message to enable skimming.

The style and tone of business writing also differ from academic or compositional writing. Because compositional writing emphasizes the rules of English as used in the conservative environment of the academy, the style is often formal and the tone may be stilted due to the use of overly long sentences and multisyllabic words, both of which are more time-consuming to read—a "no-no" in a business context. In contrast, business writing tends to use less complex sentences, plain language—and a friendly, personable tone in order to cultivate positive relationships as an important strategic goal. REJ: Please see the section " The Genre of Business Writing" for more information.

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Chap_04_BCOM10 72. Answers will vary. The following are visual enhancements that draw attention to important information:

a. To emphasize units in a series, place a number, letter, or bullet before each element. b. Enumerated or bulleted lists can be used to chunk and add even greater visual impact to items in a series. c. Headings are signposts that direct the receiver from one section of a document to another. d. Tables and graphs are used to simplify and clarify information and to add variety to long sections of dense text. e. Horizontal and vertical lines can be added to partition text or to focus attention on a specific line or lines. f. A variety of interesting shapes can be used to highlight information and add appeal. Clip art or photos can also be added to reinforce an idea and add visual appeal. REJ: Please see the section "Revise to Grab Your Audience's Attention" for more information.

73. Answers will vary. Proofread the document onscreen, concentrating first on errors in content,

organization, and style. To locate errors, ask the following questions: a. Content: Is the information complete? Have I included all the details the receiver needs to understand the message and to take necessary action? Is the information accurate? Have I checked the accuracy of any calculations, dates, names, addresses, and numbers? Have words been omitted? b. Organization: Is the main idea presented appropriately, based on the receiver's likely reaction (deductive or inductive organization)? Are supporting ideas presented in a logical order? Does the document pass the "skim test"? Remember, business audiences are often crunched for time, so it is imperative that the message is organized in such a way so as its meaning and content are immediately apparent. In other words, is the purpose and content of the message clearly communicated by the introduction, use of headings, and use of accurate topic sentences? c. Style: Is the message clear? Will the receiver interpret the information correctly? Is the message concise and written at an appropriate level for the receiver? Does the message reflect a considerate, caring attitude and focus primarily on the receiver's needs? Does the message treat the receiver honestly and ethically? REJ: Please see the section "Proofread and Revise" for more information.

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Chap_04_BCOM10 74. Answers will vary. The following techniques will help you produce concise messages:

a. Eliminate redundancies. A redundancy is a phrase in which one word unnecessarily repeats an idea contained in an accompanying word. b. Use active voice to reduce the number of words. Passive voice typically adds unnecessary words, such as prepositional phrases. c. Review the main purpose of your writing, and identify relevant details needed for the receiver to understand and take necessary action. More information is not necessarily better information. d. Eliminate clichés that are often wordy and not necessary to understand the message. They will only delay the major purpose of the message. e. Do not restate ideas that are sufficiently implied. Wordy sentences should be made concise, yet the meaning should not be affected. f. Shorten sentences by using suffixes or prefixes, making changes in word form, or substituting precise words for phrases. g. Use a compound adjective. By using the compound adjective, you can reduce the number of words required to express your ideas and thus save the reader a little time. REJ: Please see the section "Improve Readability" for more information.

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Chap_05_BCOM10 Indicate whether the statement is true or false.

1. Undeliverable email messages are delivered to a mail administrator. a. True b. False 2. For delivering a message that is straightforward and informative, a face-to-face encounter is preferred over a technological channel. a. True b. False 3. English-speaking readers typically start scanning at the top right side of the main content area of a website. a. True b. False 4. Information that is confidential or sensitive can be securely shared through cellphone communication. a. True b. False 5. Companies are not authorized to monitor the electronic mail of an employee. a. True b. False 6. All virtual communication is mediated by technology but they differ because communication can be achieved through voice, text, video, or some combination of these. a. True b. False 7. Data mining is difficult to judge in terms of its ethicality. a. True b. False 8. Whenever possible, use an electronic communication tool as an avoidance mechanism. a. True b. False 9. An employer must have either a warrant or an employee's permission to view messages stored by someone other than the employer. a. True b. False 10. On a website, users can more quickly scan items in rows rather than columns. a. True b. False

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Chap_05_BCOM10 11. Text messaging cannot be used for business purposes as it is strictly a social communication tool. a. True b. False 12. The typical cellphone screen can accommodate no more than 100 characters. a. True b. False 13. Written communication, printed or online, can replace the personal interaction essential in today's team-based work environments. a. True b. False 14. Blogging is a real-time email technology that blends email with conversation. a. True b. False 15. A sender should give his or preference the utmost importance when choosing a communication channel. a. True b. False 16. Jargon is the buzzword for proper behavior on the Internet. a. True b. False 17. A deleted message cannot be resurrected. a. True b. False 18. Face-to-face meetings are more effective than video-conferences when participants are involved in a structured discussion. a. True b. False 19. When wiki writing, use the first-person blogging style as wikis are typically the place for personal opinion and analysis. a. True b. False Indicate the answer choice that best completes the statement or answers the question.

20. Which of the following statements is true of instant messaging (IM)? a. With IM, your conversation with someone is free from eavesdropping. b. With IM, it is important to pay careful attention to spelling and grammar when trading messages. c. The best known IM programs require special hardware and training. d. To use IM, you maintain a list of people with whom you want to interact.

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Chap_05_BCOM10 21. Who among the following adheres to the guidelines for preparing effective email messages? a. Alan, who focuses on multiple topics and addresses all of them in the email b. Ellis, who restates the subject in the body of the message c. Jake, who avoids using a descriptive subject line d. Mary, who avoids integrating graphs and pictures into the email 22. Which of the following statements is true of a company's right over its employees' electronic communication? a. Employees' electronic communications cannot be intercepted by a company. b. US courts have denied the right of companies to monitor the electronic mail of employees. c. A company can monitor its employees' electronic communications without consent. d. A company technically owns its employees' electronic communications.

23. Which of the following statements is true of voice mail technology? a. It makes it possible for people to participate on the Web. b. It allows flexibility in staying in touch without the aid of a computer. c. It has rapidly changing content that requires authorization to post. d. It provides a platform for people with shared interests to communicate.

24. _____ are dynamic, with rapidly changing content that does not require authorization to post. a. Flames b. Cookies c. Blogs d. Websites 25. Which of the following is true of email? a. It is costly if used for communicating with people located in different time zones. b. It is best suited for delivering sensitive and confidential information. c. It offers a personal touch to business communication. d. It facilitates the fast, convenient flow of information among users at various locations.

26. Abdul, a manager at Chrysum Corp., was assigned the task of overseeing the operations in a foreign office for a week. Before leaving the country, Abdul recorded a message on his phone to inform callers that he was away from home and would return their calls when he returned. In this scenario, the technology used by Abdul is an example of: a. instant messaging. b. weblogging. c. cellphone communication. d. voice mail communication.

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Chap_05_BCOM10 27. Which of the following tips should be followed to improve voice mail communication? a. Speak fast and in a loud voice. b. Keep your message brief, typically 60 seconds or less. c. Avoid updating your greeting frequently. d. Avoid repeating your name and phone number.

28. In the context of channels of virtual collaboration, virtual teams can use _____ that can serve as an electronic bulletin board. a. memos b. wikis c. cookies d. caches 29. To avoid the legal perils of electronic communications, employees must be taught to: a. write loose messages. b. use technical jargon. c. delete all old messages. d. organize relevant messages.

30. Stuart is agitated by the political developments that took place in his country in the last couple of months and decides to share his views. He posts his concerns online by filling a simple online form on his browser. The visitors to his online journal can post comments. The technology used in this scenario is an example of: a. crowdsourcing. b. Skyping. c. blogging. d. Yammering.

31. _____, which are websites that provide virtual communities in which people with shared interests can communicate, are common sources of viruses and spyware. a. Uniform resource locators b. Social networking sites c. Web browsers d. Proxy servers 32. _____ is effective when sending a single message to several recipients and when needing to communicate 24 hours a day, 365 days a year. a. Email b. Spyware c. A wiki d. A weblog

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Chap_05_BCOM10 33. Which of the following considerations must be made before sending a message? a. An electronic format is preferred over a face-to-face encounter for sensitive situations. b. A technological option is inappropriate if the message is straightforward and informative. c. Messages cannot be retrieved once they are deleted. d. The communication channel should fit the sender's purpose.

34. Which of the following is true of a blog? a. It allows visitors to change the original posted material and add comments. b. It provides complete anonymity to all users in the internal blogs used in organizations. c. It can be used as an online scrapbook, a personal diary, or a digital soapbox. d. It rarely has the capacity to store knowledge in archives for future use.

35. Who among the following is following a good practice while writing for a website? a. James, who avoids highlighting the content area on his website b. Jane, who categorizes and groups items in columns rather than rows on her website c. Zafar, who places little notes, sidebars, and help files on his website d. Alisha, who places the main idea at the end of the content area on her website 36. Which of the following is a guideline for effective voice mail communication? a. Refrain from updating your greeting often. b. Encourage callers to leave detailed messages. c. Never leave your email address or fax number on your greeting. d. Check your voice mail once a week.

37. Which of the following statements is true of text messaging? a. It cannot be used to send messages from a cellphone to a computer. b. It puts less premium on conciseness than email. c. It is a refinement of computer instant messaging. d. It cannot be used for business purposes.

38. Aaron, an employee of MindRaft Inc., had an argument with one of his colleagues, Ron. Following this, Aaron sent hate mails containing sarcastic and offensive statements to Ron. In this scenario, the message sent by Aaron is an example of a _____. a. spam b. flame c. slander d. hoax 39. Which of the following is a true statement about virtual communication in organizations? a. Video conferences are less effective than face-to-face meetings in the case of a structured discussion. b. Long email threads are considered a communication pitfall. c. The preference for digital mediums is seen to increase with age. d. Emails appear to magnify status differences among team members.

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Chap_05_BCOM10 40. Which of the following is true of electronic meeting systems (EMS)? a. They are a group of Internet-based applications that allow the creation of user-generated content. b. They enable group members in brainstorming ideas, voting, outlining ideas, or expanding on the ideas of others. c. They cannot be used when people are not in the same room at the same time. d. They consist of computer software programs that can help group members collaborate when meeting face-to-face.

41. Which of the following is a guideline that assists in effective email usage? a. Check mails once every week. b. Do not contribute to email overload. c. Send messages that are formatted. d. Do not use separate accounts for receiving messages.

42. Chris and Stephanie are friends who reside in two different states. They stay in touch with the help of a computer program that allows them to send messages to each other that both of them can immediately see when they are online. In this scenario, the technology used by Chris and Stephanie is: a. blogging. b. phishing. c. text messaging. d. instant messaging.

43. Which of the following is a category of virtual team management tools that allows you to chat in real-time with your team members? a. File sharing b. Scheduling c. Instant messaging d. Meeting 44. Identify a true statement about cellphone communication. a. Cellphone communication dramatically deteriorates performance among salespersons. b. Confidential or sensitive information can be effectively shared through cellphones. c. Cellphone communication is cost-effective when communicating with people located in several locations and time zones. d. The radio frequencies that transmit the voice signals in cellphone communication can be picked up by other equipment.

45. _____ are email messages that incite panic, typically related to risks of computer viruses or deadly threats, and urge you to forward them to as many people as possible. a. Flames b. Computer hoaxes c. Cold emails d. Mousetraps

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Chap_05_BCOM10 46. Which of the following is a difference between web pages and social media? a. Unlike web pages, social media prohibits users from generating their own content. b. Unlike web pages, social media enables people to connect online and have a conversation. c. Unlike web pages, social media is not generally interactive. d. Unlike web pages, social media requires authorization before posting.

47. _____ is a virtual team management tool for scheduling. a. Sqwiggle b. Doodle c. Brix d. Jive 48. Which of the following is a virtual team management tool for team games? a. Prelude b. Blackboard c. Huddle d. Jive 49. _____ is particularly well suited to text messaging because the names of the numbers are also close to the sounds of certain words. a. Mandarin b. Arabic c. Japanese d. English 50. Which of the following guidelines should you follow for effective email communication? a. Send to single or multiple addressees. b. Avoid restating the subject in the body of a message. c. Focus on multiple topics in a single message. d. Avoid using graphic highlighting.

51. Identify a true statement about channel selection. a. If a message is straightforward and informative, a technological communication channel is inappropriate. b. Before choosing a communication channel, it should be determined whether a permanent record of a message is needed or if a temporary form would suffice. c. An electronic communication tool is appropriate for communicating bad-news messages in sensitive situations. d. Personal interaction cannot replace written communication, printed or online, which is essential in today's team-based work environments.

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Chap_05_BCOM10 52. Which of the following is true of data security? a. Policies associated with data security generally require that employees share data informally. b. The responsibilities of collecting, handling, and storing data properly rest solely with a company's database administrator. c. Risks associated with data security include breaches of confidentiality and failure to offer choice in what information is shared. d. Even data that is no longer needed should be preserved securely.

53. A _____ is a collaborative website that hosts the collective work of many authors. a. weblog b. wiki c. flame d. cookie 54. Which of the following is true of cellphone communication? a. It ensures complete confidentiality. b. It improves performance among salespersons by improving their outreach to clients. c. It is free from policies and legal restrictions. d. It is cost-effective when communicating with people located in several time zones.

55. Which of the following is a Web 2.0 technology? a. A database b. A wiki c. A flame d. A cookie 56. _____ is a popular software program that lets participants share what's on their personal computer with the entire group, including PowerPoint slides, data summaries, and written reports. a. GoToMeeting b. JavaScript c. Visual Studio d. LinkSwift 57. Identify a true statement about the legal requirements governing electronic messages. a. A copy of an electronic message cannot be produced as verification in the courts. b. Inability to locate emails and other documents demanded by courts cannot be considered negligence. c. Evidence produced by companies in the form of an email is considered invalid by the courts. d. Destroying email messages in violation of securities rules is a sure path to destruction.

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Chap_05_BCOM10 58. Which of the following is an advantage of email communication? a. It reduces a company's costs. b. It offers a personal touch. c. It is safe from malicious attacks. d. It ensures a quick verbal response.

59. Which of the following is true of effective Web writing? a. Web users refer frequently to directions and are likely to read little notes, sidebars, and help files. b. Information on a website should follow the pyramid style of writing common in newspaper writing. c. Web users can more quickly scan items in rows rather than columns. d. English-speaking readers typically start scanning at the right side of the main content area of a website.

60. What is a wiki? Describe the guidelines that need to be followed for wiki writing.

61. List four advantages of electronic mail communication.

62. Describe the policies created by companies to ensure that employees use social media responsibly.

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Chap_05_BCOM10 63. You are the vice-president of sales for a Car Zone dealership in South Florida. Top sales people are annually recognized with Bronze, Silver, or Gold awards, depending on the level of their sales. Sales people are recognized at an annual banquet and presented with a certificate. The top sales person for the year is Brandon Spellman.

Required: Write an email message to Car Zone employees congratulating all award winners and announcing Brandon Spellman as the top salesperson of the year.

The following guidelines should be followed while writing the email: a. Write a subject line that mentions the topic, such as "Congratulations to Car Zone Top Sales People." b. Begin the email message, written deductively, with congratulations to Brandon Spellman as the top sales person for the year. c. Provide the names of the winners of the Bronze, Silver, and Gold awards. d. Explain the level of achievement required for receipt of these awards. e. Close with a positive statement congratulating all award recipients.

64. Analyze the following email message for content, formatting, and email practices. Revise the message.

To: Staff Subject: Changes It has come to my attention that some of you apparently do not have enough work to keep yourselves busy. In the past six months, since I assumed the position as your boss, I have observed many of you playing computer games, making personal phone calls, and spending far too much time in personal conversations with each other.

We have far too much work in this department for all of you to waste time like this.

Effective immediately, the following changes will be enforced: (a) No personal use of the computer will be tolerated. (b) No personal phone calls should be made except in case of an emergency. (c) Conversations must be limited to break time and lunchtime, in the lunchroom only.

I expect your cooperation. Thank you.

Just a final reminder that we will have a staff meeting tomorrow at 3 p.m.

The analysis of the email is discussed below: a. Subject line should be more detailed but not negative. b. Tone of the email should not be harsh and condescending to avoid damage to morale and interpersonal relations. c. Email should start by reminding staff of the busy workload, focusing on a positive team approach for accomplishing the daily work. d. Policy regarding personal use of computers and phones should be reviewed. Facts should be stated clearly to the staff, but not in a harsh tone. e. The staff meeting reminder should be sent in another email and not written as an afterthought to this email. f. The email should preferably be sent as a confirmation of the changes, following discussion in a face-to-face staff meeting.

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Chap_05_BCOM10 65. Why it is important to determine whether an information is personal or confidential before choosing a communication channel?

66. Discuss Web 2.0 technologies. Compare social media and web pages.

67. What is instant messaging? Discuss its features and uses.

68. Why it is important to determine whether positive human relations are sacrificed before choosing a communication channel?

69. Describe the commonsense guidelines that help ensure that you are not seen as a discourteous cellphone user.

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Chap_05_BCOM10 70. Camponi Fashions Inc. gives its sales consultants an allowance of $2,000 for purchase of clothing from the current line of products. Any purchase beyond this allowance can be made at a 15% discount. Due to an economic downturn, the management reduces the clothing allowance for the upcoming year to $1,000 and the purchase discount to 10%. When the company returns to normal profit levels in the future, the original allowance and discount would be restored.

Required: As a sales manager of the company, write an email message conveying the change in policy for the upcoming year.

The following guidelines should be followed while writing the email message: a. Use a neutral subject line written inductively in proper format, with a neutral statement or observation that does not reveal the "bad news" or lead the readers to unrealistic expectations. b. Provide specific details of the past clothing allowance and discount policies. State how these policies have benefited the company and the consultants. c. Review the current financial difficulties the company is experiencing. d. State the specifics of the new allowance and discount policies in the middle paragraph in passive voice. e. State the company's commitment to restore the previous policies once normal profits return.

71. List the recommended guidelines for effective voice mail communication.

72. How can the purpose of a message be determined before choosing a communication channel?

73. Discuss the risks associated with data security. What measures are taken by organizations to guide employees in the proper use of technology to safeguard information?

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Chap_05_BCOM10 Answer Key 1. True 2. False 3. False 4. False 5. False 6. True 7. True 8. False 9. True 10. False 11. False 12. False 13. False 14. False 15. False 16. False 17. False 18. False 19. False 20. d 21. b 22. d 23. b 24. c 25. d 26. d

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Chap_05_BCOM10 27. b 28. b 29. d 30. c 31. b 32. a 33. d 34. c 35. b 36. b 37. c 38. b 39. b 40. b 41. b 42. d 43. c 44. d 45. b 46. b 47. b 48. a 49. a 50. a 51. b 52. c 53. b 54. b Copyright Cengage Learning. Powered by Cognero.

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Chap_05_BCOM10 55. b 56. a 57. d 58. a 59. b 60. Answers will vary. A wiki is a collaborative website that hosts the collective work of many authors. Similar to a blog in structure and logic, a wiki allows anyone to edit, delete, or modify content, even the work of previous authors. While allowing everyday users to create and edit a website encourages cooperative use of electronic information, the content posted at such sites should not be considered authoritative. When wiki writing, avoid the first-person blogging style and conform to the tone and flow of the existing article. Wikis are not typically the place for personal opinion and analysis. Hence, present factual information in clear, concise, and neutral language.

Many businesses make use of wikis to encourage free flow of ideas within the organization. Content in a wiki can be updated in real time, without any real administrative effort, and without the need for deliberate distribution.

Contributors simply visit and update a common website. Wikis facilitate the exchange of information within and between teams. They allow maintenance of a series of unique documents with evolving content. Placing a document in a wiki does not necessarily make it editable by everyone with access to the wiki. Most companies implement their wikis behind a firewall to limit participation to their internal user base. REJ: Please see the section "Web Page Communication and Social Media" for more information.

61. Answers will vary. Electronic mail, or email, offers numerous advantages. Its ready availability,

convenience, and ease of use have resulted in its skyrocketing popularity. The advantages of email are numerous: a. It facilitates the fast, convenient flow of information among users at various locations and time zones. Email is especially effective when sending a single message to several recipients and when needing to communicate 24 hours a day, 365 days a year. b. It increases efficiency. Email reduces "telephone tag" and unnecessary telephone interruptions caused when delivering messages that are unlikely to require a verbal response. c. It reduces costs. Sending email messages represents substantial savings to companies in longdistance telephone costs and postal mail-outs. d. It reduces paper waste. Often an electronic message can be read and immediately discarded without the need for a printed copy. REJ: Please see the section "Electronic Mail Communication" for more information.

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Chap_05_BCOM10 62. Answers will vary. Typically, the policies for the use of social media address three broad areas:

communicating honestly and ethically, protecting a corporation's proprietary information and employee privacy, and maintaining an employee's credibility and an organization's reputation. a. Communicate honestly and ethically. When using social media platforms, writers should be transparent about who they are, who they work for, their role, and whether they have a vested interest in an issue. Contributors should write about their area of expertise. For example, a marketing specialist should not contribute information about human resources practices. b. Protect the company's proprietary and employees' private information. This should be obvious.

Sharing proprietary information can cost an organization thousands or millions of dollars. Sharing private employee information can expose a writer and the company to legal damages and may endanger or harm individuals if personal addresses or information that enables identity theft is publicized. c. Protect yours as well as your company's reputation. When communicating on social media sites, a writer should be concerned about projecting a professional persona for himself or herself and a reputable image of the company. Making negative statements about competitors, supervisors, colleagues, or company policies may expose the contributor to disciplinary measures or the company to legal threats or bad publicity. REJ: Please see the section "Web Page Communication and Social Media" for more information.

63. Answers will vary.

A proposed solution follows: To: Car Zone Employees From: The Vice-president of sales Subject: Congratulations to top sales representatives!

Hello, super sales representatives, Congratulations to all sales representatives who received Bronze, Silver, and Gold awards last night at our annual banquet! We are especially proud of Brandon Spellman who received the Top Salesperson award of the year. He not only had the highest sales for the year but also broke our sales record! Great job, Brandon!

We have a terrific sales force! The recipient of the Gold award for sales of $xxxxxx is Alan, Silver award for sales of $xxxxxx is Joan, and Bronze award for sales of $xxxxxx is Jane.

Join me in congratulating your colleagues for their hard work this year. You all have the potential to be winners. Keep up the excellent job!

Best wishes, XYZ REJ: Please see the section "Electronic Mail Communication" for more information.

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Chap_05_BCOM10 64. Answers will vary.

A proposed solution follows: To: Staff From: Manager Subject: Work culture improvement Hello, everyone, Most of you have noticed the increased workload we have had in the past few months. Some of you have worked extra hard to keep up with the demands, but it has become increasingly important that each one of us gives our best so we can all avoid working overtime. Staying on top of things requires a team effort with everyone contributing equally.

I would like to remind you to take advantage of your morning and afternoon breaks and give yourself your full lunchtime. This will help relieve work stress and give you a regular scheduled time to chat with your colleagues. Feel free to use the tables in the courtyard or the lunchroom. The office computers should not be used to play games as company policy requires that computers be used for work purposes only. Also, please limit personal phone calls on the company phone to emergency situations. Following these guidelines will allow all of us more productive.

We have a good staff, and I appreciate your hard work.

Thanks, XYZ REJ: Please see the section "Electronic Mail Communication" for more information.

65. Answers will vary. As a general guideline, keep personal correspondence off-line if you do not want it

to come back and haunt you. The content of an email message could have embarrassing consequences since such documents often become a part of public records, and wireless communications might be unexpectedly intercepted. Your company technically "owns" your electronic communications and thus can monitor them to determine legitimate business use or potential abuse.

Undeliverable email messages are delivered to a mail administrator, and many networks routinely store backups of all email messages that pass through them.

Even deleted messages can be "resurrected" with little effort, as several public figures discovered when investigators retrieved archived email as evidence in court cases. For sensitive situations, a face-to-face encounter is often preferred. REJ: Please see the section "Appropriate Use of Technology" for more information.

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Chap_05_BCOM10 66. Answers will vary. Web 2.0, which encourages online interaction, made it possible for people to

participate on the Web. Unlike web pages, which are not generally interactive, social media enables people to connect online and have a conversation. Web 2.0 technologies include blogs, wikis, video, and social networking sites that enable users to generate their own content.

More and more organizations are using social media tools to communicate with customers.

Seventy-nine percent of the Fortune Global 100 companies use at least one of four social platforms —Facebook, videos, Twitter, and blogs—for this purpose. As with company websites, most employees are not responsible for posting to their organization's social media platforms, but as with web pages, employees should understand the process and expectations for doing so. REJ: Please see the section "Web Page Communication and Social Media" for more information.

67. Answers will vary. Instant messaging (IM) is a real-time email technology that blends email with

conversation; sender and receiver who are online at the same time can type messages that both see immediately.

The best-known IM programs are free and require no special hardware and little training. With some programs, users can exchange graphics and audio and video clips. To use instant messaging, users maintain a list of people with whom they want to interact. They can send messages to any or all of the people on their lists as long as the people are online. Sending a message opens up a window in which a user and his or her contact can key messages that they both can see immediately.

With IM, spelling and grammar matter less when trading messages at high speed. IM users often use shorthand for common words and phrases. IM and telephone communication also share common challenges: being sure that the sender is who he or she claims to be and that the conversation is free from eavesdropping.

Some managers worry that employees will spend too much work time using IM to chat with buddies inside and outside the company. They also emphasize that IM is not the right tool for every business purpose. Employees should still rely on email when they need a record and use the telephone for a personal touch. REJ: Please see the section "Electronic Mail Communication" for more information.

68. Answers will vary. You should be cautious of using an electronic communication tool as an avoidance

mechanism. It is important to remember that some people do not regularly check their email or voice mail, and some have unreliable systems that are slow or prone to losing messages. Some news will be received better in person than through an electronic format that might be interpreted as cold and impersonal.

Additionally, some people, especially those of certain cultures, prefer a personal meeting even if you perceive that an electronic exchange of information would be a more efficient use of everyone's time.

Choose the communication channel carefully to fit both your purpose and the preference of receivers.

REJ: Please see the section "Appropriate Use of Technology" for more information.

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Chap_05_BCOM10 69. Answers will vary. Few commonsense guidelines that help ensure that you are not seen as a

discourteous cellphone user are discussed below. a. Be aware of company cellphone policies and obey them. Some companies do not allow cellphone use for personal reasons during work hours. Most companies have policies prohibiting the harassment of others, and today's smartphones make it easy to send thoughtless messages using various media instantaneously. Not only might these messages damage the sender, but they may also reflect poorly on the employer if posted to Twitter or some other public social medium. b. Observe wireless-free quiet zones. This obviously includes theaters, performances, and religious services, but can also include meetings, restaurants, hospitals, and other public places. Exercise judgment about silencing your ringer, switching to vibrate mode, or turning off your phone. c. Respect others in crowded places and be wary of publicizing company information. Speak in low conversational tones, and consider the content of your conversation. You should use good judgment in determining when and where to discuss proprietary company information or client data. Divulging such information in public places might enable its abuse by others. d. Think safety. Some states and municipalities have banned the use of cellphones while driving.

Others allow the use of hands-free devices only. Even if not illegal, cellphone usage increases the risk of accident by distracting a driver. Some companies are implementing cellphone policies that prohibit operators of company-owned vehicles from using cellphones or other communication devices while driving in order to minimize risks to their employees and liability resulting from accidents. REJ: Please see the section "Voice and Wireless Communication" for more information.

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Chap_05_BCOM10 70. Answers will vary.

A proposed solution follows: To: Sales consultants From: Sales manager Subject: Changes to allowances Hello, everyone, We have seen that the last four years have been exceptionally good for us in the marketing arena. All of you as sales consultants have contributed to the progress achieved by the company. This contribution has been appreciated by the company in terms of various allowances, including the $2,000 purchase allowance and a 15% discount on additional purchases.

As we are all aware, the company's performance in the last few months has not met its due expectations. Due to this, we are facing a major economic downturn. In the best interests of the company and our future, some changes in our purchase allowances have been made. The new purchase allowance would be $1,000 for purchase of clothing from the current line of products, and any purchase beyond this allowance can be made at a 10% discount. These changes are effective from the 1st of December.

These changes are temporary measures to restore the financial situation of the company. Your cooperation in this matter is highly appreciated.

Thanks, XYZ REJ: Please see the section "Electronic Mail Communication" for more information.

71. Answers will vary. Voice mail technology allows flexibility in staying in touch without the aid of a

computer and reduces telephone tag. Just as email communication can be enhanced by adhering to some basic principles, voice mail communication can be more effective by following recommended guidelines: a. Update your greeting often to reflect your schedule and leave special announcements. b. Leave your email address, fax number, or mailing address on your greeting if this information might be helpful to your callers. c. Encourage callers to leave detailed messages. If you need certain standard information from callers, use your greeting to prompt them for it. Such information often eliminates the need to call back. d. Instruct callers on how to review their message or be transferred to an operator. e. Check your voice mail regularly, and return all voice messages within 24 hours. REJ: Please see the section "Voice and Wireless Communication" for more information.

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Chap_05_BCOM10 72. Answers will vary. If a message is straightforward and informative, chances are a technological option

might be appropriate. Although the use of instantaneous and efficient communication methods is quite compelling, keep in mind that written communication, printed or online, cannot replace the personal interaction so essential in today's team-based work environments. Employees that are floors apart or in different offices or time zones benefit from email and Web communications, but two people sitting side by side or on the same floor should not have to communicate solely by electronic means.

A second question when selecting among communication options is whether a permanent record of the message is needed or if a more temporary form such as a phone call or instant message would suffice. REJ: Please see the section "Appropriate Use of Technology" for more information.

73. Answers will vary. In the past several decades, computer technology has revolutionized the way that

communication occurs in most organizations. Communication using a variety of text-, audio-, and video-enabled tools can be achieved almost instantaneously with others located around the globe.

But with the many advantages of computer-mediated communication, a similar rise in the potential hazards associated with its use has occurred. Concerns about maintaining the privacy of and information about employees, partners, and customers as well as corporate resources has reached a critical point. A practice that is more difficult to judge in terms of its ethicality is that of data mining, which is used by many organizations on their social networking sites to learn more about customers so as to enhance marketing techniques.

Organizations may be held liable for providing outside access to private information of their employees, customers, and other external groups. This information includes customers' credit card, bank account, and social security numbers; employee details, such as health records, home addresses, email addresses, and login information.

In addition to protecting employee, supplier, distributor, and customer privacy, organizations are also concerned about protecting proprietary information about products, services, and business strategies.

Because of these concerns many organizations have enacted policies to guide employees in the proper use of technology to safeguard information. These policies often address three data security risks: breaches of confidentiality, failing to offer choice in what information is shared, and reputational damage caused by data breaches. Often everyone in the company is expected to ensure that data is collected, handled, and stored properly.

Such policies generally require that employees are properly trained in data use and storage, that employees keep data secure, that data is not shared informally, that no information should be shared with unauthorized individuals, and that data no longer needed is properly deleted or disposed of. It is very important to be well informed about an organization's data use policies and to follow policies to the letter to avoid breaches of data security. REJ: Please see the section "Data Security" for more information.

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Chap_06_BCOM10 Indicate whether the statement is true or false.

1. Businesses want their customers to communicate when merchandise or service is not satisfactory. a. True b. False 2. Managers must take special care in writing standard operating procedures to ensure that all employees complete the procedures accurately and consistently. a. True b. False 3. Routine claims usually have the backing of guarantees, warranties, or other contractual conditions. a. True b. False 4. When providing credit information, there is an ethical and legal obligation involved. a. True b. False 5. Form messages have a tendency to be too personal. a. True b. False 6. Routine messages, such as customer order acknowledgments, are written inductively. a. True b. False 7. When writing a procedural message, each step must be written in the passive voice. a. True b. False 8. As persuasive claims are granted willingly, a forceful, accusatory tone is inappropriate. a. True b. False 9. Positive responses to favor requests should not sound enthusiastic. a. True b. False 10. Acknowledgment messages are a fast and efficient way of transmitting frequently recurring messages to which receiver reaction is likely favorable or neutral. a. True b. False

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Chap_06_BCOM10 11. A form message is a document that indicates an order has been received and is being processed. a. True b. False 12. When favor requests arrive frequently, a form message can be drafted to respond to the invitations. a. True b. False 13. For an order that cannot be filled quickly and precisely, companies must not send an acknowledgment message. a. True b. False 14. Replies to requests for credit information are complicated. a. True b. False 15. A routine request should use a generic closing statement to build goodwill and a sense of urgency. a. True b. False 16. An appreciation message must never be addressed to an individual's supervisor. a. True b. False 17. Typically, acknowledgment messages are preprinted letters or copies of a sales order. a. True b. False 18. A good positive response to a routine request highlights elaborate answers to recipient's questions using a descriptive writing style. a. True b. False 19. Good-news messages present the main idea at the end. a. True b. False 20. Neutral-news messages are not likely to generate an emotional reaction from receivers. a. True b. False 21. Although the word "grant" is acceptable when talking about claims, its use in adjustment messages is discouraged. a. True b. False

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Chap_06_BCOM10 Indicate the answer choice that best completes the statement or answers the question.

22. Alana orders a pink T-shirt from an Internet-based retailer but receives an orange T-shirt. The retailer advertises a free exchange policy for goods. In this scenario, Alana can write a(n) _____ to the retailer to request for a replacement of merchandise. a. routine claim b. persuasive claim c. acknowledgment message d. form message 23. The principles for preparing memorandums are similar to the principles involved in preparing: a. responses for extending credit. b. email messages. c. acknowledgement messages. d. letters for the external audiences of an organization.

24. A reply to a request for credit information: a. involves filling in the blanks and returning the document. b. always follows an inductive sequence. c. presents the main idea at the end. d. should essentially contain opinions of the writer.

25. An appreciation message should: a. not be sent to the supervisor of an individual. b. be sent within a few days of the circumstance. c. use exaggerated language. d. avoid specific comments.

26. _____ reminds customers and clients that they made a good choice in selecting a company with which to do business, or it reminds them of the good qualities of their purchase. a. Resale b. Revise c. Reclaim d. Rebuttal 27. Which of the following is true of persuasive claims? a. They assume that a request will be granted only after explanations have been presented. b. They pertain to guarantees, warranties, and other contractual conditions. c. They posit that a petition will be approved quickly and willingly, without convincing. d. They are accorded willingly, and therefore a forceful, accusatory tone is inappropriate.

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Chap_06_BCOM10 28. Which of the following is a difference between routine claims and persuasive claims? a. Routine claims are organized inductively, whereas persuasive claims are organized deductively. b. Routine claims require justifications for a request, whereas persuasive claims do not require justifications for a request.

c. Routine claims do not require a forceful, accusatory tone, whereas persuasive claims require arguments to be presented.

d. Routine claims present the main idea at the end, whereas persuasive claims start with the key point, followed by supporting details.

29. When writing an appreciation message, you should avoid: a. sending the message only within a few days of the circumstance. b. making specific comments about performance. c. addressing the message to an individual's supervisor. d. using exaggerated language that sounds implausible.

30. _____ are the most frequently used methods of communicating standard operating procedures and other instructions to employees. a. Memos and email messages b. Face-to-face meetings and phone conversations c. Faxes and voice messages d. Reports and letters 31. Which of the following makes routine requests effective? a. Expressing criticism and alluding to drawbacks for quick action b. Using a noncommittal subject line c. Opening door for personal dialogue by providing telephone number d. Using a generic closing statement 32. _____ provide a somewhat formal means of sharing information with people inside an organization. a. Grapevines b. Memorandums c. Form letters d. Voice mails 33. Routine requests and favorable responses to them follow the _____. a. inductive sequence b. deductive sequence c. indirect sequence d. derivative sequence

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Chap_06_BCOM10 34. Smith recently purchased a DVD player that caused problems while still in its warranty period. Smith wrote to the manufacturer of the DVD player requesting a replacement. He asked for an adjustment before providing an explanation, assuming that the claim would be granted willingly. The message written by Smith is an example of a(n) _____. a. persuasive claim b. form message c. routine claim d. adjustment message 35. Which of the following is a feature of the deductive organizational pattern? a. The body of a message reminds the audience of the main idea and includes a future-oriented closing thought. b. The closing thought of a message is always omitted as it often leads to misinterpretation of the intended message.

c. The first sentence of a message mentions good news, making the audience more receptive to the details that follow.

d. A message begins with supporting details and concludes with the main idea to help the audience understand the message.

36. Who among the following managers is displaying good practice when sending a good-news message? a. Ron, a manager at Techwhiz Inc., organizes a message regarding a pay bonus such that the main idea is presented at the end.

b. Angelina, a manager at Ahoma Inc., writes a job promotion message to an employee starting with the main idea, followed by an explanation.

c. Rohan, a manager at Olympiano Technologies Corp., briefly notifies his employees about a paid vacation policy without providing additional details.

d. Anjali, a manager at Balvania Corp., indirectly informs her employees about reduced working hours and organizes her message inductively.

37. Mary, a team leader, wants to share information about a new bonus scheme with her team members. In this scenario, which of the following sequences should Mary follow to structure the good-news message? a. A passive sequence b. An vertical sequence c. An inductive sequence d. A deductive sequence 38. _____ refers to statements made about related merchandise or service. a. Remittance advice b. A procedural message c. Sales promotional material d. An anecdote 39. Which of the following is true of form messages? a. They produce receiver reaction that is highly unfavorable. b. They tend to be too personal. c. They cannot be personalized. d. They are a fast way of transmitting recurring messages.

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Chap_06_BCOM10 40. Which of the following is a feature of routine requests for information? a. They help businesses arrive at an opinion about the senders. b. They are not accepted optimistically by businesses. c. They close doors for future business. d. They are always written inductively.

41. Which of the following is true of adjustment messages? a. The inclusion of sales promotional material in such messages is strictly avoided. b. They provide an opportunity for businesses to build a good reputation. c. The word "grant" is routinely used in these messages while responding to customers. d. They are usually written to customers requesting them to take back their claim.

42. _____ are defined as messages that are fair responses by businesses to legitimate requests in claim messages by customers. a. Procedural messages b. Adjustment messages c. Inductive messages d. Acknowledgement messages 43. Which of the following is true of requests for information? a. They are independent of the quality of the message. b. They are rarely accepted by businesses. c. They are door openers for future business. d. They always follow the inductive outline.

44. To give a routine claim the emphasis it deserves, the message must: a. begin with a request for an adjustment. b. begin with details and explanation. c. be written inductively. d. use a forceful, persuasive tone.

45. Which of the following is a difference between subtle sales messages and direct sales messages? a. Subtle sales messages are never included in adjustments, whereas direct sales messages are always included in adjustments.

b. Subtle sales messages include persuasive arguments, whereas direct sales messages do not include persuasive arguments.

c. Subtle sales messages have a good chance of being read, whereas direct sales messages might not be read at all.

d. Subtle sales messages discuss goods or services already bought, whereas direct sales messages include statements about related merchandise.

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Chap_06_BCOM10 46. Which of the following is true of a thank-you message? a. It should be organized using an indirect approach. b. It should be written for possible self-gain. c. It should always be handwritten for all situations. d. It should be written deductively.

47. Who among the following individuals follows good practice when sending a good-news message? a. Dave, a manager at Wizzware Inc., who organizes his message such that the main idea is presented at the end b. Ava, a manager at Auroville Inc., who conveys positive news to her employees using a direct approach c. Sameer, a manager at GreenMove Inc., who stresses on the closing thought more than on the main message d. Zaiba, a manager at BayWave Corp., who delivers positive news to her employees without providing additional details 48. _____ are assumed to be granted willingly, so a forceful, accusatory tone is inappropriate. a. Persuasive claims b. Inductive claims c. Routine claims d. Relational claims 49. Which of the following is true of effective routine requests? a. They are organized inductively. b. They use lists for emphasis. c. They require maximum persuasion. d. They require arguments to be presented.

50. Which of the following is an advantage of using the deductive pattern in writing messages? a. It puts the audience in a pleasant frame of mind as the good news is given in the first sentence of the message. b. It helps in retaining goodwill with the audience as the message begins with a neutral idea. c. It provides a buffer and softens the approach and the reader's reception when conveying a bad-news message. d. It is a pattern that is useful for persuasive messages written to resistant audiences.

51. Good-news or neutral-news messages follow a(n) _____. a. indirect sequence b. passive sequence c. inductive sequence d. deductive sequence

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Chap_06_BCOM10 52. Which of the following exemplifies a good practice when writing a letter extending credit? a. Davis writing a letter using an inductive sequence b. Amar emphasizing the acknowledgment of the order more than the credit aspect c. Megha including sales promotional material in her letter d. Tim concealing the basis for the decision to extend credit 53. While writing a good-news message, _____. a. an inductive sequence should be followed b. supporting details should be omitted c. the closing thought should always be emphasized d. the main idea should be placed at the beginning 54. Edwin, a manager at TouchGen Inc., wants to inform his employees about the company's vacation policy according to which each employee is entitled to twelve paid vacation days every year. In this scenario, which of the following approaches should Edwin use to deliver the good news? a. A direct approach b. A passive approach c. An inductive approach d. An interrogative approach 55. Which of the following makes an online order confirmation effective? a. Using a generic subject line b. Welcoming new customers c. Avoiding details about the benefits of a service d. Not acknowledging orders that cannot be filled precisely 56. Which of the following guidelines should be followed when extending credit? a. A credit applicant must be notified of the credit decision within 10 days of receipt of the request. b. The party granting the credit should not disclose the terms of the credit agreement. c. The credit aspect should be emphasized more than the acknowledgment of an order. d. The basis for the decision to extend credit need not be indicated.

57. Which of the following makes a routine request poor? a. Asking specific questions and using lists b. Providing a telephone number c. Alluding to the benefits for quick action d. Using a generic closing statement 58. In the context of adjustment messages, _____ refers to a discussion of goods or services already bought. a. resale b. revise c. recall d. reboot Copyright Cengage Learning. Powered by Cognero.

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Chap_06_BCOM10 59. Describe form messages used for routine responses.

60. What are the guidelines you should follow when extending credit?

61. Analyze the following routine claim letter and make the required revisions.

Dear Mr. Ortiz: Eight months ago, I purchased the Wireless-G Broadband Router (2.2 GHz), Model No. 13MP26SD, from your company. After only eight months of use, it no longer works. It quit working while I was in the middle of a huge project, and the delay cost me hundreds of dollars.

As this product came with a year warranty, I am upset that it quit working after less than a year. It must be defective. I have the receipt for purchase and want a replacement immediately. The router problem has already cost me time and money. If I do not receive a replacement or refund immediately, I will not buy your products in the future.

Please send a replacement router via express delivery to the address on this letterhead.

Thank you.

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Chap_06_BCOM10 62. The customer service department of Software Solutions received a letter from Samuel Muhler stating that he placed an order for the AccTabs accounting software and instead received a software package entitled ThirdWave. He would like to receive a UPS account number to use when returning the product so that he will not have to pay for the shipping, as well as instructions for packaging and labeling the returned product.

Required: Write an email message as the customer service manager of Software Solutions responding to Mr. Muhler's requests. Include an appropriate subject line and message body in your solution.

The subject line should be descriptive of the situation (example: UPS Instructions for Returned Merchandise).

The body of the message should be written deductively, beginning with the statement that the company is glad to assist with the UPS return of the unordered merchandise.

A bulleted list of instructions should follow, including the account information needed for the return. Action verbs should be used.

A positive statement about a new software title that is about to be released or other related products should be included.

The message should end with a positive, future-oriented idea.

A complimentary close such as sincerely or thank you should be followed by your name and signature file information.

63. What are the points to be kept in mind when giving a positive response to a favor request?

64. How are routine messages about order and credit handled? What is an acknowledgment message?

65. Describe the features of a good positive response to a routine request.

66. Describe the features of a good letter extending credit to a retailer.

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Chap_06_BCOM10 67. In the context of procedural messages, describe the guidelines you should follow when writing instructions that require more than a few simple steps.

68. Describe requests for information in the context of routine requests.

69. Discuss the ways to make a form letter more personal.

70. Discuss appreciation messages. What are the guidelines that need to be followed while writing appreciation messages?

71. How are customer orders acknowledged? Describe the features of a well-written order confirmation.

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Chap_06_BCOM10 72. You have received a request for credit from a company called InfoSearch for online databases available from your company. You are a vendor for information databases, and subscribers to your services may contract for 12-month access to this information. You offer various service packages that provide access to specific databases. InfoSearch wants the Standard Package that allows access to a selection of your company's available databases. The extension of credit will allow InfoSearch to order additional levels of service as needed and pay for them on a monthly basis.

Required: Write a letter stating that credit is granted to Andrea Schmidt at InfoSearch.

The body of the message should be written deductively, beginning with the extension of credit and the reason for the credit approval.

Introduce the credit terms for the annual subscription to the Standard Package. Present resale to remind InfoSearch of the wealth of information available through your online databases. Include a positive statement of a new database that will soon be available to subscribers to the Standard Package.

End the letter with a positive, forward-looking idea of an on-going business relationship.

73. What are the obligations involved in providing credit information?

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Chap_06_BCOM10 Answer Key 1. True 2. True 3. True 4. True 5. False 6. False 7. False 8. False 9. False 10. False 11. False 12. True 13. False 14. False 15. False 16. False 17. True 18. False 19. False 20. True 21. True 22. a 23. b 24. a 25. b 26. a

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Chap_06_BCOM10 27. a 28. c 29. d 30. a 31. c 32. b 33. b 34. c 35. c 36. b 37. d 38. c 39. d 40. a 41. b 42. b 43. c 44. a 45. c 46. d 47. b 48. c 49. b 50. a 51. d 52. c 53. d 54. a Copyright Cengage Learning. Powered by Cognero.

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Chap_06_BCOM10 55. b 56. c 57. d 58. a 59. Answers will vary. Form messages are a fast and efficient way of transmitting frequently recurring

messages to which receiver reaction is likely favorable or neutral. Inputting a customer's name, address, and other variables personalizes each message to meet the needs of its receiver.

Companies might use form paragraphs that have been saved as template documents. When composing a document, select the appropriate paragraph according to your receiver's request. After assembling the selected files on the computer screen, input the particular information for the situation, and print a copy of the personalized message on letterhead to send to the receiver.

Form letters have earned a negative connotation because of their tendency to be impersonal. Many people simply refuse to read such letters for that reason. Personalizing a form letter can circumvent this problem. REJ: Please see the section "Routine Requests" for more information.

60. Answers will vary. When extending credit, follow these guidelines as you write deductively:

a. Open by extending credit and acknowledging shipment of an order. Because of its importance, the credit aspect is emphasized more than the acknowledgment of the order. In other cases (in which the order is for cash or the credit terms are already clearly understood), the primary purpose of writing might be to acknowledge an order. b. Indicate the basis for the decision to extend credit and explain the credit terms. Indicating that you are extending credit on the basis of an applicant's prompt paying habits with present creditors might encourage this new customer to continue these habits with you. c. Present credit policies. Explain policies (e.g., credit terms, authorized discounts, payment dates).

Include any legally required disclosure documents. d. Communicate a genuine desire to build a strong business relationship. Include resale, sales promotional material, and comments that remind a customer of the benefits of doing business with you and encourage additional orders. REJ: Please see the section "Routine Messages about Orders and Credit" for more information.

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Chap_06_BCOM10 61. Answers will vary. The analysis of the routine claim letter is as follows: a. The letter should be revised using a positive tone that assumes the router will be replaced as it is still under warranty. b. The request for replacement should be placed in the first sentence. An explanation of the problem with the router should be provided. It should be explained that the router is still under warranty. c. A writer-centered, demanding tone should be avoided. It should be assumed that the request will receive appropriate action. d. The letter should end on a positive note by thanking the reader for quickly shipping the replacement.

A proposed solution is included below: Dear Mr. Ortiz, Please send me a replacement for the Wireless-G Broadband Router (2.2 GHz) Model No. 13MP26SD that I purchased eight months ago. The product, which came with a one-year warranty, is defective.

A copy of my receipt is enclosed. Please ship the replacement router this week to the address listed at the top of this letterhead. I would appreciate express delivery. I am currently facing several work-related deadlines and need a router as soon as possible to complete my projects.

Because your company is ranked high for quality products and excellent customer service, I anticipate that my request will be processed as quickly as possible. I am hoping to use the new router next week, if not sooner.

Sincerely, XYZ REJ: Please see the section "Routine Claims" for more information.

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Chap_06_BCOM10 62. Answers will vary.

A proposed solution follows: Subject: UPS Instructions for Returned Merchandise Hi, Mr. Muhler, We, at Software Solutions, are glad to assist you with the UPS return of the unordered ThirdWave software package.

Please follow the instructions given below: a. Please visit our website www.softwaresolutions.com. b. Click on the "Return order" tab. c. Click on the "Generate return label" tab and provide an email address. d. A return label and a UPS number will be sent to your email address. e. Use the details to return the product and you will not be charged for the shipping. f. Make a note of the tracking details, and you can track your shipment on our website.

We would also like to inform you that we will be launching the AccPro 2.0 software next month. It is an improved version of the AccPro 1.0. We have fixed many bugs that were present in the earlier version, and its new features makes accounting much simpler. You can visit our website to try our demo version.

We are glad to have you as our customer and we look forward to continuing business with you.

Sincerely, REJ: Please see the section "Routine Requests" for more information.

63. Answers will vary. Occasionally, as a business professional, you will be asked for special favors. You

might receive invitations to speak at various civic or education events, spearhead fund-raising and other service projects, or offer your expertise in other ways. If you say "Yes," you might as well say it enthusiastically.

Sending an unplanned, stereotyped acceptance suggests that the contribution will be similar.

If you find yourself responding to invitations frequently, you can draft a form message that you will revise for each invitation you receive. REJ: Please see the section "Routine Requests" for more information.

64. Answers will vary. Routine messages, such as customer order acknowledgments, are written

deductively. Normally, credit information is requested and transmitted electronically from the national credit reporting agencies to companies requesting credit references. However, when companies choose to request information directly from other businesses, individual credit requests and responses must be written.

When customers place orders for merchandise, they expect to get exactly what they ordered as quickly as possible. Most orders can be acknowledged by shipping the order; no message is necessary. For an initial order and for an order that cannot be filled quickly and precisely, companies typically send an acknowledgment message.

An acknowledgment message is a document that indicates an order has been received and is being processed. REJ: Please see the section "Routine Messages about Orders and Credit" for more information.

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Chap_06_BCOM10 65. Answers will vary. A good response to a routine request has the following features:

a. It revises subject line after clicking "Reply" to communicate enthusiasm for providing exceptional personalized service. b. It highlights specific answers to recipient's questions using an articulate, concise writing style. c. It shows sincere interest in the request and the person. d. It addresses audience's concerns using an articulate, concise writing style. e. It provides more useful information that communicates genuine interest in person and expertise in area of concern. REJ: Please see the section "Routine Requests" for more information.

66. Answers will vary. A good letter extending credit has the following features: a. It recognizes a dealer for earning credit privilege and gives reason for credit extension. b. It includes credit terms and encourages taking advantage of discount. c. It presents a reseller a reminder of product benefits and encourages future business. d. It includes sales promotion. It assumes satisfaction with initial order and looks confidently for future business.

A timely response is preferable for any business document, but it is especially important when communicating about credit. The Equal Credit Opportunity Act (ECOA) requires that a credit applicant be notified of the credit decision within 30 days of receipt of the request or application. The party granting the credit must also disclose the terms of the credit agreement, such as the address for sending or making payments, due dates for payments, and the interest rate charged. REJ: Please see the section "Routine Messages about Orders and Credit" for more information.

67. Answers will vary. Before writing instructions, walk through each step to understand it and to locate

potential trouble spots. Then attempt to determine how much employees already know about the process and to anticipate any questions or problems. Then as you write instructions that require more than a few simple steps, follow these guidelines: a. Begin each step with an action statement to create a vivid picture of an employee completing a task. Using an action verb and the understood subject you is more vivid than a sentence written in the passive voice. b. Itemize each step on a separate line to add emphasis and to simplify reading. Number each step to indicate that the procedures should be completed in a particular order. If the order of steps is not important, use bullets rather than numbers. c. Consider preparing a flow chart depicting the procedures. The cost and effort involved in creating a sophisticated flow chart might be merited for extremely important and complex procedures. d. Complete the procedure by following your instructions step-by-step. Correct any errors you locate. e. Ask a colleague or employee to walk through the procedures. This walk-through will allow you to identify ambiguous statements, omissions of relevant information, and other sources of potential problems. REJ: Please see the section "Procedural Messages" for more information.

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Chap_06_BCOM10 68. Answers will vary. Requests for information about people, prices, products, and services are common.

Because these requests from customers and clients are door openers for future business, businesses accept them optimistically. At the same time, they arrive at an opinion about the sender based on the quality of a message. Follow the points in the deductive outline for preparing effective requests you are confident will be fulfilled.

A good routine request has the following features: a. It states the request clearly. b. It asks specific questions with necessary explanation and uses list for emphasis. c. It expresses appreciation and alludes to benefits for quick action. d. It opens door for personal dialogue by providing telephone number. REJ: Please see the section "Routine Requests" for more information.

69. Answers will vary. The following are some of the ways to make a form letter seem more personal: Add more variables to the standard text to tailor the message to the individual.

Use personalized envelopes instead of mass-produced mailing labels.

Be sure to spell names correctly.

Produce a higher-quality document by using a good grade of paper and a high-quality printer.

REJ: Please see the section "Routine Messages about Orders and Credit" for more information.

70. Answers will vary. Appreciation messages are written to recognize, reward, and encourage the receiver; however, the writer will also gain satisfaction from commending a deserving person. Such positive thinking can be a favorable influence on one's own attitude and performance. In appropriate situations, one might wish to address an appreciation message to an individual's supervisor and send a copy of the document to the individual to share the positive comments. In any case, an appreciation message should be sent to commend deserving people and not for possible self-gain.

For full potential value, the following guidelines must be used for appreciation messages: 1) Send in a timely manner. Sending an appreciation message within a few days of the circumstance will emphasize your genuineness. The receiver might question the sincerity of appreciation messages that are sent long overdue.

2) Avoid exaggerated language that is hardly believable. You might believe the exaggerated statements to be true, but the recipient might find them unbelievable and insincere. Strong language with unsupported statements raises questions about your motive for the message.

3) Make specific comments about outstanding qualities or performance. Including specific remarks about understanding and applying the speaker's main points makes the message meaningful and sincere.

REJ: Please see the section " Good-News Messages" for more information.

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Chap_06_BCOM10 71. Answers will vary. When customers place orders for merchandise, they expect to get exactly what they ordered as quickly as possible. Most orders can be acknowledged by shipping the order; no message is necessary. For an initial order and for an order that cannot be filled quickly and precisely, companies typically send an acknowledgment message, a document that indicates the order has been received and is being processed. Typically, acknowledgment messages are preprinted letters or copies of the sales order.

A well-written order confirmation has the following features: a. It provides a warm, personal subject line. b. It welcomes new customers. c. It assures quality service. d. It reiterates the benefits of the service to a customer.

Nonroutine orders, such as initial orders, custom orders, and delayed orders, require individualized acknowledgment messages. When well-written, these messages not only acknowledge the order but also create customer goodwill and encourage the customer to place additional orders. REJ: Please see the section "Routine Messages about Orders and Credit" for more information.

72. Answers will vary.

A proposed solution is as follows: Dear Ms. Schmidt, We are pleased to welcome you as a new subscriber to our Standard Package, one of the best bargains in functional collections of research databases available today. Our databases offer current information from thousands of quality sources that cover every topic imaginable. In fact, we are ranked among the top database vendors for comprehensive information and quality service.

Your company's subscription to the Standard Package will be effective immediately. Because of the excellent credit rating for InfoSearch, we will start your service today, with monthly billing sent electronically at the start of next month. Simply submit payment within ten days after billing to avoid late fees. You may add additional services as needed. Should you choose to cancel your annual subscription, please notify us within 30 days of the expiration date.

We will continue your subscription next year unless notified. It is as simple as that! No hassle with annual renewals.

You will get uninterrupted service from an excellent provider.

Next month, we will be adding two new databases to our Standard Package. As a new subscriber, you can automatically take advantage of these. You will always get the best information available because we make it our daily job to stay on top of current electronic sources. You will benefit by this as we regularly add new databases to our Standard Package services.

Our customer service representatives are available 24/7 to answer your questions. After all, providing and accessing information is our number one goal. We are here when customers need us. Enjoy your new subscription today, and call if you need us.

Sincerely, XYZ REJ: Please see the section "Routine Messages about Orders and Credit" for more information.

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Chap_06_BCOM10 73. Answers will vary. Replies to requests for credit information are usually simple—just fill in the blanks

and return the document. If the request does not include a form, follow a deductive plan in writing the reply: the major idea first, followed by supporting details.

When providing credit information, you have an ethical and legal obligation to yourself, the credit applicant, and the business from which credit is requested. You must be able to document any statement you make to defend yourself against a defamation charge. Thus, good advice is to stick with facts; omit any opinions. "I am sure he will pay promptly" is an opinion that should be omitted, but include the documentable fact that "His payments are always prompt." REJ: Please see the section "Routine Messages about Orders and Credit" for more information.

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Chap_07_BCOM10 Indicate whether the statement is true or false.

1. In the decision to communicate about negatives, the primary consideration is intent. a. True b. False 2. Effective managers recognize that employee morale and public goodwill are easy to repair even after they are damaged. a. True b. False 3. The closing paragraph of a bad-news message must restate the refusal. a. True b. False 4. If a bad news is presented in the first sentence, the news is likely to be unimpactful. a. True b. False 5. When delivering negative organizational news, convey the bad news as late as possible. a. True b. False 6. Issuing a one-line statement using "company policy" as the reason is considered to be adequate while rejecting employee requests. a. True b. False 7. Sales promotional material must never be included in a bad-news message. a. True b. False 8. The best reason for a refusal is "company policy" because it requires no further explanation. a. True b. False 9. Claim refusals are not necessary when a warranty does not apply or has expired or a customer has misused a product. a. True b. False 10. Offering a counterproposal in a bad-news message can assist in preserving future relationships with the audience. a. True b. False

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Chap_07_BCOM10 11. The reasons section of a bad-news message need not emphasize how the audience will benefit from the decision. a. True b. False 12. Using the deductive outline helps subordinate the refusal in a bad-news message so that the reasons get the deserved emphasis. a. True b. False 13. When a message contains a request that must be refused and another that is being answered favorably, the refusal must always be stated first. a. True b. False 14. Email is the most effective channel for communicating negative organizational news. a. True b. False 15. Placing a refusal in the first sentence of a message can be justified if the message is the second response to a repeated request. a. True b. False 16. In the context of crisis in organizations, victim crisis includes natural disasters, workplace violence, product tampering, and rumors. a. True b. False 17. The statement preceding the refusal in the introductory paragraph of a bad-news message should imply that an affirmative decision will follow. a. True b. False 18. When delivering negative organizational news, it is not necessary to give out every minute detail to the external stakeholders of the organization. a. True b. False 19. An expression of gratitude could be used as a positive beginning to a bad-news message. a. True b. False 20. The Equal Credit Opportunity Act requires that a credit applicant be notified of the credit decision within 10 calendar days following application. a. True b. False Copyright Cengage Learning. Powered by Cognero.

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Chap_07_BCOM10 21. Reframing negative situations is almost always a preferred method for dealing with bad news unless doing so is deemed manipulative or deceptive. a. True b. False 22. Legal and ethical risks can be avoided by reframing a situation as a criticism. a. True b. False 23. Face-to-face delivery of bad news increases the probability of misinterpretation of the news. a. True b. False 24. An organization's ability to handle difficult situations with tact and empathy powerfully influences the perceptions of employees. a. True b. False 25. Credit refusals cannot serve as order acknowledgments when requests for credit are accompanied with an order. a. True b. False 26. It is a good idea to use the deductive approach for refusing requests for a favor, an action, or even a donation. a. True b. False Indicate the answer choice that best completes the statement or answers the question.

27. Which of the following is true of a crisis situation in an organization? a. While responding to a crisis, a common message should be communicated to both internal and external audiences. b. An accident crisis includes accidents or harm caused by human error as well as organizational misdeeds. c. A potential crisis situation cannot be determined in terms of areas of vulnerability. d. The type of crisis should be identified during crisis response in order to better develop communication messages.

28. Which of the following is an idea that you can incorporate into an effective beginning paragraph of a bad-news message? a. When there is positive and negative information to be conveyed, state the negative news first. b. Introduce the refusal of a current request by referring to the initial transaction. c. Begin the refusal with a statement that leads the audience to expect good news. d. Always present the main idea in the first statement of the message.

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Chap_07_BCOM10 29. Ashton, a customer care executive at Millington Technologies Inc., receives a message from a customer requesting free service for a laptop whose warranty has expired. Which of the following guidelines should Ashton follow when composing the message denying the customer's claim? a. He should avoid closing the message with resale or sales promotional material. b. He should avoid providing an explanation for the refusal. c. He should avoid stressing the actions that should have been taken to avoid the problem. d. He should avoid offering possible alternatives to resolve the problem.

30. Mark, a senior editor at Logi Corp., is in charge of editing the articles written by Bruno, a newly hired employee.

He notices many grammatical errors in Bruno's articles and decides to write a feedback message to Bruno.

Which of the following guidelines should Mark follow when composing the message? a. He should include specific, verifiable facts. b. He should write the message using the deductive outline. c. He should write a short, general message. d. He should use evaluative words while presenting opinions about Bruno's abilities.

31. Who among the following individuals follows a good practice when developing a bad-news message? a. Dan, a manager at Oak Inc., who avoids providing reasons to support the refusal b. Aaron, a manager at Calibon Inc., who avoids using company policy as a reason for the refusal c. Meena, a manager at WillWare Inc., who avoids emphasizing how her audience will benefit from the decision d. Rachel, a manager at TechnoGram Inc., who avoids using the inductive approach when writing the message 32. Gwen, a manager at Exude Apparel Inc., received a message from a customer requesting a replacement for a purchased pair of shoes. Exude Apparels has a clearly stated no-return policy. Gwen responded to the customer denying the request in a tactful and clear manner. Despite this, the customer submitted a second request. In this scenario, in which of the following ways should Gwen handle the second request? a. She should ignore the second request. b. She should write the second response using the inductive approach. c. She should place the refusal in the first sentence of her second response. d. She should resend the first response.

33. An advantage of using the inductive sequence in a bad-news message is that the inductive sequence of ideas: a. does not need a suggestion of counterproposal. b. saves the reader's time by stating the refusal before providing reasons. c. does not require any explanation. d. de-emphasizes the refusal by closing on a neutral or pleasant note.

34. The _____ requires that a credit applicant be notified of the credit decision within 30 calendar days following application. a. Consumer Credit Protection Act b. Fair Credit Reporting Act c. Accurate Credit Transactions Act d. Equal Credit Opportunity Act

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Chap_07_BCOM10 35. In the context of the inductive outline used in delivering bad-news messages, the introductory paragraph of a badnews message should: a. state the bad news directly followed by a discussion of reasons. b. let the audience know what the message is about without stating the obvious. c. lead the audience to expect good news. d. include a counterproposal or "silver lining" idea.

36. Using _____ helps subordinate the refusal in a bad-news message. a. trite statements b. specific terms c. active verbs d. abstract nouns 37. To make a bad-news message effective, _____ can be incorporated into the beginning paragraph. a. evidence b. remorse c. jargon d. resale 38. The closing sentence of a bad-news message should: a. restate the refusal. b. avoid a counterproposal. c. be longer than the preceding paragraphs. d. add a unifying quality to the message.

39. Which of the following is true of the reasons section of a bad-news message? a. It should be written using the deductive approach if it is a significant matter. b. It should always be presented as a "silver lining" idea. c. It should include "company policy" as one of the reasons. d. It should emphasize how the audience will benefit from the decision.

40. In the context of writing a bad-news message using the inductive outline, which of the following precedes the step that presents facts, analysis, and reasons for the refusal or bad news? a. The step that includes a counterproposal b. The step that states the bad news using a positive tone c. The step that puts forward a neutral idea and then leads to refusal d. The step that indicates a continuing relationship with the receiver 41. _____ is a persuasive technique used to influence a receiver's perception of a situation. a. Brainstorming b. Liaising c. Framing d. Stroking Copyright Cengage Learning. Powered by Cognero.

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Chap_07_BCOM10 42. Which of the following is true of a counterproposal? a. It increases the need to state the refusal directly. b. It always represents a tangible benefit. c. It helps preserve a relationship with the receiver. d. It always precedes the refusal.

43. Which of the following is a difference between a printed memo and an email message? a. An email message is more effective than a printed memo for communicating official information. b. A printed memo is used for internal communication, whereas an email message is used for external communication. c. An email message is a more formal communication channel than a printed memo. d. A printed memo is more effective than an email message for communicating sensitive information.

44. In a bad-news message, placing the refusal in the first sentence can be justified if the message: a. addresses a significant matter. b. is intended to demonstrate the sender's authority. c. is a response to legal and ethical requests. d. contains constructive criticism.

45. Which of the following is true of face-to-face delivery of bad news? a. It lacks nonverbal cues. b. It decreases the potential for escalation of emotion. c. It enables immediate feedback. d. It runs the risk of misinterpretation of a message.

46. Which of the following can make the closing paragraph of a bad-news message pleasant? a. Restating the refusal b. Including a decision that merits an apology c. Including a forward-looking idea d. Inserting trite statements 47. In the context of conveying bad-news messages, _____ carries a level of discomfort and the potential for escalation of emotion. a. email communication b. instant messaging c. a letter d. personal delivery

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Chap_07_BCOM10 48. Melody, a manager at Wisbane Inc., received a message from an employee requesting a change in his work timings. However, she had been instructed by her superiors that the company work timings must be strictly followed without any alteration. Which of the following guidelines should Melody follow when composing the message denying the employee's request? a. She should place the bad news in the independent clause of a simple sentence. b. She should compose the message in active voice. c. She should state the refusal before providing reasons. d. She should give reasons that will seem logical to the employee.

49. In the context of bad-news messages, a(n) _____ is likely to eliminate the need to state the refusal directly because it states what can be done. a. counterproposal b. review c. agenda d. criticism 50. Which of the following should be followed when writing a bad-news statement? a. The bad-news statement should be included in the opening paragraph. b. The bad-news statement should never subordinate the refusal. c. The bad-news statement should always be presented indirectly. d. The bad-news statement should be written in passive voice.

51. Which of the following should be avoided when writing the closing paragraph of a bad-news message? a. Statements that encourage future controversy b. Statements that offer a counterproposal c. Statements that include general terms and abstract nouns d. Statements that restate an appealing idea stated previously 52. Which of the following is a guideline you should follow when developing the reasons section of a bad-news message? a. Use the deductive approach. b. Keep the reasons behind the refusal of a request ambiguous. c. Include "company policy" as one of the reasons. d. Read the section aloud to identify flaws in logic.

53. Steve, a recruiter at Argon Inc., interviews Eric, an engineering graduate. After the interview, Steve writes a message to Eric stating that he has not been selected. In the message, he also suggests that Eric apply for other suitable openings at Argon. The suggestion made by Steve is an example of a(n) _____. a. counterproposal b. review c. agenda d. resale

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Chap_07_BCOM10 54. Which of the following is a similarity between conveying bad news electronically and personally? a. Both prevent the misinterpretation of messages. b. Both provide the benefit of immediate feedback. c. Both require empathy and tact. d. Both reduce the potential for escalation of emotion.

55. When refusing a request for a favor, the writer should: a. use the inductive approach. b. provide a vague reason to minimize disappointment. c. use the deductive outline. d. state the refusal before providing reasons.

56. When delivering a bad-news message, if the refusal appears in the first sentence of the message, _____. a. the message is easily accepted b. the supporting details need not be presented c. the reader's reaction is likely to be negative d. the reader tends to concentrate on understanding the supporting details 57. Which of the following is true of negative organizational news? a. Employees seldom want to know about situations adversely affecting their organization. b. Effective managers recognize that employee morale and public goodwill are easy to repair even after they are damaged. c. Employees who are aware of their organization's potential problems feel disconnected from the organization. d. Managers who can communicate negative information in a sensitive, honest, and timely way can calm fears.

58. In a(n) _____, the event is considered purposeful and includes accidents or harm caused by human error as well as organizational misdeeds such as fraud. a. preventable crisis b. accidental crisis c. victim crisis d. casualty crisis 59. Discuss the risks and benefits of delivering criticism. Describe the factors that need to be considered before communicating about negatives.

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Chap_07_BCOM10 60. Describe the components of the inductive outline used in writing bad-news messages.

61. Describe how a claim refusal should be written.

62. List the guidelines you should follow when developing the reasons section of a bad-news message.

63. Describe the features of an effective claim denial.

64. Janelle, a medical assistant, was hired at an outpatient medical center. Her supervisor found an error she made on a patient's record and sent Janelle an email. Edit the email to make it a good example of constructive criticism.

"I just want you to know how angry I am to find an error on Mr. Smith's record yesterday. How can you be so careless about such an important thing? There is absolutely no room for carelessness in this job because people's lives depend on us! I have fixed the error, but if this ever happens again, you may lose your job."

65. Summarize the guidelines for breaking bad news to employees and the public.

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Chap_07_BCOM10 66. You are the president of Technik Inc. Global competition and reduced market share have sent profits on a downward spiral, and as a result, you need to layoff some employees. Nearly 10 percent of the employees will have to be laid off in one week. They will receive two weeks' severance pay, accrued sick leave pay, and career consulting from the human resources department. Write an interoffice memorandum announcing this negative organization news.

67. Discuss the circumstances under which the deductive approach to delivering a bad-news message is justified.

68. Indicate the ways in which a bad-news message can be ended on a positive note.

69. Discuss the different techniques you can use to subordinate the refusal in a bad-news message.

70. Explain the advantages and disadvantages of delivering bad news personally and electronically.

71. Explain how a counterproposal can be used to preserve a relationship with the reader when denying a request or when delivering bad news.

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Chap_07_BCOM10 72. Describe the legal implications involved in denying credit.

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Chap_07_BCOM10 Answer Key 1. True 2. False 3. False 4. False 5. False 6. False 7. False 8. False 9. False 10. True 11. False 12. False 13. False 14. False 15. True 16. True 17. False 18. False 19. True 20. False 21. True 22. False 23. False 24. True 25. False 26. False

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Chap_07_BCOM10 27. d 28. b 29. c 30. a 31. b 32. c 33. d 34. d 35. b 36. d 37. d 38. d 39. d 40. c 41. c 42. c 43. d 44. b 45. c 46. c 47. d 48. d 49. a 50. d 51. a 52. d 53. a 54. c Copyright Cengage Learning. Powered by Cognero.

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Chap_07_BCOM10 55. a 56. c 57. d 58. a 59. Answers will vary. Although not always easy or pleasant, communicating about negatives can be

thought of as a social responsibility. For example, a person who returns from a long stay at a major hotel might, upon returning home, write a letter or email message to the management commending certain employees. If the stay was not pleasant and weaknesses in hotel operation were detected, a tactful message pointing out the negatives would probably be appreciated. Future guests could benefit from the effort of that one person.

Before communicating about the problem, an individual should recognize the following risks: being stereotyped as a complainer, being associated with negative thoughts and perceived in negative terms, and appearing to challenge management's decisions concerning hotel operations. Yet such risks might be worth taking because of the benefits: a. The communicator gets a feeling of having exercised a responsibility. b. Management learns of changes that need to be made. c. The hotel staff about whom the message is written modifies techniques and is thus more successful. d. Other guests will have more enjoyable stays in the hotel.

In the decision to communicate about negatives, the primary consideration is intent. If the intent is to hurt or to get even, the message should not be sent. Including false information would be unethical and illegal. To avoid litigation charges and to respond ethically, include only specific facts you can verify, and avoid evaluative words that present opinions about a person's character or ability. REJ: Please see the section "Delivering Constructive Criticism" for more information.

60. Answers will vary. The components of the inductive outline are as follows: a. Opening: It begins with a neutral idea that leads to the refusal or bad news. b. Body: It presents facts, analysis, and reasons for the refusal or bad news. It states the bad news using a positive tone and de-emphasis techniques. It includes a counterproposal or "silver lining" idea when possible or appropriate. c. Closing: It closes with ideas that shift the focus away from the refusal or bad news and indicates continuing relationship with the receiver. REJ: Please see the section "Choosing an Appropriate Channel and Organizational Pattern" for more information.

61. Answers will vary. The inductive approach is helpful in communicating disappointing news to

customers. Presenting the explanation for the refusal first leads customers through the reasoning behind the decision and helps them understand the claim is unjustified by the time the refusal is presented. Tone is especially important when denying claims. Present the reasons objectively and positively without casting blame or judgment on the customer for the problem. Avoid lecturing a customer on the actions he or she should have taken to avoid the problem. Finally, close the message with resale or sales promotional material that indicates you expect future business.

Although disappointed with your decision, customers continue doing business with companies who make fair, objective decisions and communicate the reasons for those decisions in a positive, respectful manner. REJ: Please see the section "Denying a Claim" for more information.

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Chap_07_BCOM10 62. Answers will vary. If a message is based on a sound decision, and if it has been well written,

recipients will understand and accept the reasons and the forthcoming refusal statement as valid. To accomplish this goal, begin with a well-written first paragraph that transitions the reader smoothly into the reasons section. Then develop the reasons section following these guidelines: a. Provide a smooth transition from the opening paragraph to the explanation. The buffer should help set the stage for a logical movement into the discussion of the reasons. b. Include a concise discussion of one or more reasons that are logical to the reader. Read the section aloud to identify flaws in logic or the need for additional explanation. c. Show audience benefit and/or consideration. Emphasize how your audience will benefit from the decision. d. Avoid using "company policy" as the reason. Disclose the reason behind the policy, which likely will include benefits to the reader. REJ: Please see the section "Developing a Bad-News Message" for more information.

63. Answers will vary. An effective claim denial has the following features:

a. It avoids corrective language that might insult, belittle, or offend. b. It uses a subject line that identifies the subject without revealing the refusal. c. It uses resale to cushion the bad news and lead into an explanation. d. It presents a clear explanation of the reasons behind the policy with emphasis on the ways the reader benefits. e. It shifts emphasis away from the refusal by presenting silver lining sales promotion for the next season's merchandise. f. It specifies enclosure to emphasize the importance of exact items. REJ: Please see the section "Denying a Claim" for more information.

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Chap_07_BCOM10 64. Answers will vary. The following are the guidelines for providing constructive criticism: a. Start the message with a buffer that factually explains the importance of accuracy in medical records. b. Provide an example of how a seemingly minor detail can have an adverse effect on a patient. c. Point out the error made by Janelle, and explain how it should have been recorded. d. Offer to help answer questions or to double-check her work while she is in training. e. Provide suggestions that will help her avoid future errors with patient records. f. Encourage her to excel.

A proposed solution follows: TO: Janelle SUBJECT: Patient Record Accuracy Accuracy in patient records is a top priority for all of us at Medcap Center. Among the myriad of details that we must enter daily on patient records, errors can sometimes occur. When discovered, we try to correct them as quickly as possible to avoid serious problems in the treatment of our patients.

I am sure you realize the serious nature of incorrectly recording information on patient charts. The consequence of one error can have serious consequences, including threat to the life of a patient. With this in mind, it is critically important that you check and double-check all the information that you enter in patient records.

The recent error you made on Mr. Smith's record was thankfully not a serious one, but this serves as an important reminder that all information must be checked before entering. This is an essential part of your job, and there is no room for error. Some of our more experienced medical assistants would be glad to provide tips on how to doublecheck patient information prior to recording. I have scheduled a brief training session tomorrow at 8 a.m. with Jeremy Combs who will review this matter with you. REJ: Please see the section "Delivering Constructive Criticism" for more information.

65. Answers will vary. The following suggestions provide guidance in breaking bad news to employees and the public: a. Convey the bad news as soon as possible. Timeliness will minimize damage caused by rumors and will give employees the concern and respect they deserve. b. Give a complete, rational explanation of the problem. Be candid about what is happening, why, and its effect on employees, customers, and the public. Provide enough detail to establish your credibility and provide context so your audience can understand the situation. Stressing positive aspects will provide needed balance and avoid sugarcoating or minimizing the severity of the news to the point that the message is misunderstood. c. Show empathy. There is really no good way to break bad news, such as the announcement of layoffs or closures, to employees. The economic downturn and job insecurity have resulted in increased stress for many employees, which raises the potential for workplace aggression. However, methods that reflect respect and proper timing reduce the likelihood of an emotional boil over. d. Respond to the feelings. Allow people adequate time to react to the bad news. Listen attentively for understanding and then address the concerns, issues, and potential problems presented. e. Follow-up. Let people know what will happen next—what is expected of employees or customers, and what the company will do and when. Plan to repeat your explanations and assurances that you are available to respond to concerns in several communications that extend over a given time. REJ: Please see the section "Communicating Negative Organizational News" for more information.

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Chap_07_BCOM10 66. Answers will vary. Write the interoffice memorandum inductively, beginning with a short, neutral paragraph.

State how important good employees are to any business. Thank the employees for their hard work and interest in the company's success. Comment on their positive contributions, and mention the talent and skill they bring to the workplace.

Describe the recent problems related to global competition and how global competition has negatively impacted Technik Inc. State the facts and reasons for the problem.

Present the bad news by de-emphasizing it in a dependent clause of a complex sentence. Show empathy to the employees' feelings.

Provide information on the severance benefits and career counseling. Offer to write a letter of reference.

End with a positive idea that affirms the employee's capability to be hired by other companies.

A proposed solution follows: TO: All Technik employees SUBJECT: Changes at Technik During our ten years in business, we have experienced many years of success, thanks to our hard-working employees. Many of you have been with us this entire time and have contributed to the success of the company.

Many of our newcomers have brought innovative ideas and cutting-edge knowledge to our company. All of you have worked hard together and have even worked long hours to meet deadlines.

We have produced great products that we can be proud of. This would not have happened without each one of you.

You are well aware that increased global competition has drastically reduced our market share in the past year. We have made our best efforts to communicate honestly and openly with you. In light of these quarterly postings, a few employees have understandably sought jobs elsewhere. Most of you, however, chose to remain with the company and have been optimistic that profits would increase. We have tried to cut costs as much as possible to avoid laying off Technik employees. Unfortunately, these cutbacks in expenses are no longer enough, and we now have no other choice but to downsize in order to survive as a company. As president, it is not an easy choice to decide who stays and who goes. In fact, it is one of the toughest decisions that I have had to make during my 10 years in this position. I value all of you and the contributions you have made to this company.

The details of the layoff will be given to those who are laid off, but the bottom line is that Technik must reduce the number of employees by 10 percent the next week. The employees who are laid off will receive the notice today. In an effort to provide financial cushion, they will receive a severance package that includes two weeks' severance pay and any accrued sick leave pay. The human resources department will provide career counseling to interested employees, and supervisors will write letters of recommendations for those who need them.

We hope we have turned the corner toward financial stability. Again, thank you for your dedication to your work and this company. REJ: Please see the section "Communicating Negative Organizational News" for more information.

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Chap_07_BCOM10 67. Answers will vary. Normally, the writer's purpose is to convey a clear message and retain the

recipient's goodwill; thus, the inductive outline is appropriate. In the rare circumstances in which a choice must be made between clarity and goodwill, clarity is the better choice. When the deductive approach will serve a communicator's purpose better, it should be used.

Placing a refusal in the first sentence can be justified when one or more of the following circumstances exist: a. The message is the second response to a repeated request. b. A very small, insignificant matter is involved. c. The request is obviously ridiculous, immoral, unethical, illegal, or dangerous. d. The sender's intent is to "shake" the receiver. e. The sender–recipient relationship is so close and longstanding that satisfactory human relations can be taken for granted. f. The sender wants to demonstrate authority. REJ: Please see the section "Choosing an Appropriate Channel and Organizational Pattern" for more information.

68. Answers will vary. The closing paragraph of a bad-news message should demonstrate empathy

without further reference to the bad news. A pleasant closing paragraph should close with an empathetic tone and achieve the following goals: a. De-emphasize the unpleasant part of the message. End on a positive note that takes the emphasis away from the bad news previously presented. A statement of refusal (or bad news) in the last sentence or paragraph would place too much emphasis on it. Preferably, reasons (instead of bad news) should remain uppermost in the audience's mind. Placing bad news last would make the ending seem cold and abrupt. When no reasonable counterproposal is apparent, the sender might be able to offer a silver lining thought that turns the discussion back into the positive direction. b. Add a unifying quality to the message. Make your final sentence an appropriate closing that brings a unifying quality to the whole message. Repetition of a word or reference to some positive idea that appears early in the message serves this purpose well. Avoid restatement of the refusal or direct reference to it. c. Include a positive, forward-looking idea. This idea might include a reference to some pleasant aspect of the preceding discussion or a future aspect of the business relationship, resale or sales promotion, or an offer to help in some way. REJ: Please see the section "Developing a Bad-News Message" for more information.

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Chap_07_BCOM10 69. Answers will vary. The following techniques can be used to subordinate the refusal in a bad-news

message so that the reasons get the deserved emphasis: a. Position the bad-news statement strategically. Using the inductive outline positions the bad-news statement in a less important position—sandwiched between an opening buffer statement and a positive closing. Additionally, the refusal statement should be included in the same paragraph as the reasons, since placing it in a paragraph by itself would give too much emphasis to the bad news.

When the preceding explanation is tactful and relevant, resentment over the bad news is minimized.

Position the bad-news statement in the dependent clause of a complex sentence to cushion the bad news. This technique places the bad news in a less visible, less emphatic position. b. Use passive voice, general terms, and abstract nouns. c. Use positive language to accentuate the positive. Simply focus on the good instead of the bad, the pleasant instead of the unpleasant, or what can be done instead of what cannot be done. Compared with a negative idea presented in negative terms, a negative idea presented in positive terms is more likely to be accepted. d. Imply the refusal when the audience can understand the message without a definite statement of the bad news. By implying the "No" answer, the response has the following positive characteristics: (i) it uses positive language, (ii) it conveys reasons or at least a positive attitude, and (iii) it seems more respectful. REJ: Please see the section "Developing a Bad-News Message" for more information.

70. Answers will vary. Personal delivery has been the preferred medium for delivering bad news because it signals the importance of the news and shows empathy for the recipient. Face-to-face delivery also provides the benefit of nonverbal communication and immediate feedback, which minimizes the misinterpretation of these highly sensitive messages. Personal delivery, however, carries a level of discomfort and the potential for escalation of emotion. A voice on the telephone triggers the same discomfort as a face-to-face meeting, and the increased difficulty of interpreting the intensity of nonverbal cues over the telephone only adds to the natural discomfort associated with delivering negative information.

You must be cautious when you deliver bad news electronically, whether by email or electronic postings. While you might feel more comfortable avoiding the discomfort of facing the recipient, the impersonal nature of the computer might lead to careless writing that is tactless and lacking in empathy, and perhaps even defamatory. REJ: Please see the section "Choosing an Appropriate Channel and Organizational Pattern" for more information.

71. Answers will vary. Following negative news with an alternative action, referred to as a

counterproposal, will assist in preserving a relationship with the reader. Because it states what you can do, including a counterproposal might eliminate the need to state the refusal directly. The counterproposal can follow a refusal stated in a tactful, sensitive manner.

While the counterproposal might represent a tangible benefit, at times it is more intangible in nature.

Any counterproposal must, of course, be reasonable. A reasonable counterproposal might be to include some additional items at no charge or to offer a discount certificate good on the customer's next order.

When no reasonable counterproposal is apparent, the sender might be able to offer a silver lining thought that turns the discussion back into the positive direction. When offering a counterproposal or silver lining statement, care must be taken to ensure that the idea does not seem superficial or minimize the recipient's situation. REJ: Please see the section "Developing a Bad-News Message" for more information.

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Chap_07_BCOM10 72. Answers will vary. As there are legal implications involved in denying credit, legal counsel should

review your credit denial messages to ensure that they comply with laws related to fair credit practices. The Equal Credit Opportunity Act (ECOA) requires that a credit applicant be notified of the credit decision within 30 calendar days following application. Applicants who are denied credit must be informed of the reasons for the refusal. If the decision was based on information obtained from a consumer reporting agency (as opposed to financial statements or other information provided by the applicant), the credit denial must include the name, address, and telephone number of the agency. It must also remind applicants that the Fair Credit Reporting Act provides them the right to know the nature of the information in their credit file. In addition, credit denials must include a standard statement that the ECOA prohibits creditors from discriminating against credit applicants on the basis of a number of protected characteristics, such as race, color, religion, national origin, sex, marital status, and age.

To avoid litigation, some companies choose to omit the explanation from the credit denial letter and invite the applicant to call or come in to discuss the reasons. Alternately, they might suggest that the audience obtain further information from the credit reporting agency whose name, address, and telephone number are provided. REJ: Please see the section "Denying Credit" for more information.

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Chap_08_BCOM10 Indicate whether the statement is true or false.

1. Using general preposterous statements in a sales message makes the message sound authentic. a. True b. False 2. Like sales messages, persuasive claims should use a deductive sequence. a. True b. False 3. Will has written a letter to the sales manager of a computer manufacturing company inquiring about the features of the company's new netbook. In response to the query, the manager's letter should begin with an attentiongetting sentence to invoke Will's interest in owning a netbook. a. True b. False 4. When using an original approach in a sales message, choose an anecdote likely familiar to your audience. a. True b. False 5. Ken is preparing a persuasive message for business owners in his community. Before he writes his message, he should try to understand the characteristics these owners have in common, such as their goals and their educational status. a. True b. False 6. Using a personal experience as an attention-getting tool in an unsolicited sales message is ineffective in gaining the attention of the readers. a. True b. False 7. Eduardo concludes his sales message for video game subscriptions by instructing receivers, "Let us hear from you if you are interested in subscribing to our service.” This is an effective request for action. a. True b. False 8. In a persuasive message, abstract nouns and passive verbs help readers see a product, service, or idea and its benefits more vividly than do concrete nouns and active verbs. a. True b. False 9. Persuasion is an attempt to trap someone into taking action favorable to the communicator. a. True b. False

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Chap_08_BCOM10 10. An outstanding feature of a product mentioned in the first sentence of a sales message might go unnoticed, but it will stand out if mentioned in the middle of the message. a. True b. False 11. When a deductive approach is used in a persuasive situation, chances of getting cooperation are maximum. a. True b. False 12. A message that is sent in response to a sales information request requires an attention-getting sentence. a. True b. False 13. By stressing one main point in a sales message, you limit the message to that point. a. True b. False 14. Companies should not welcome claims as the majority of claims are from unethical individuals. a. True b. False 15. Jensen, a manager at a computer service center, has prepared a sales letter directed at small business firms. In the letter, he has emphasized the central selling point—immediate, personal service—in each paragraph. To make the message effective, he should edit his message to include the idea of the central selling point in only one paragraph of the message. a. True b. False 16. If a product is not superior to its competition in some respects, factors such as favorable price, fast delivery, or superior service can be used as the primary appeal in a sales message. a. True b. False 17. Persuasive memos and email messages are shorter than most routine messages. a. True b. False 18. If the first sentence of a persuasive request gets a negative reaction, a decision to refuse might be made instantly. a. True b. False 19. If you put readers to work using your product, service, or idea to solve problems, they will be the subject of most of the sentences of your sales message. a. True b. False Copyright Cengage Learning. Powered by Cognero.

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Chap_08_BCOM10 20. A solicited sales message is a letter, memo, or email message written to someone who has not requested it. a. True b. False 21. A customized email message that is sent to customers who may be interested in a product is an effective sales message promoting the product. a. True b. False 22. An effective sales message promoting a service uses complete sentences rather than a series of phrases to gain attention. a. True b. False 23. If the preceding paragraphs of a persuasive request adequately emphasize a reader's reward for complying, the final paragraph need not shout loudly for action. a. True b. False 24. Unlike routine claim messages, persuasive claims begin by asking for an adjustment. a. True b. False 25. In a sales message, to get a reader's attention and interest, you must use an original approach. a. True b. False 26. An enclosure or link in a sales message is best referred to in a sentence that is a cliché. a. True b. False 27. One of the most effective ways to emphasize a central selling point in a sales message is by its position in the message. a. True b. False Indicate the answer choice that best completes the statement or answers the question.

28. While writing a persuasive message, you need information about your: a. legal rights. b. company's shareholders. c. product, service, or idea. d. initial public offering.

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Chap_08_BCOM10 29. Identify a true statement about persuasion. a. It does not need to be a hard sell. b. It is an attempt to trap someone into taking action favorable to the communicator. c. It involves the communicator taking the spotlight. d. It does not involve elaborate preparations such as conducting tests and experiments on products.

30. Identify a true statement about the last paragraph of a sales message. a. It should be relatively short for proper clarity and emphasis. b. It should include testimonials, guarantees, and enclosures. c. It should include a detailed description of the product to be sold. d. It should not restate the central selling point.

31. For persuasion to be effective, you must: a. accept your audience's point of view. b. coerce someone into taking action favorable to him or her. c. have a rational and logical response to your audience's arguments. d. use abstract nouns and passive verbs in your message.

32. Which of the following questions should you ask before writing a persuasive message to know your product, service, or idea? a. Who are the people to whom the persuasive message is directed? b. What do you want the reader to do? c. How might cultural differences affect your message? d. What is the cost to the receiver?

33. _____ convey the message that a seller has a definite plan for ensuring that buyers get value for money spent. a. Agendas b. Counterproposals c. Guarantees d. Copyrights 34. Which of the following techniques can help in subordinating the price of a product in a sales message? a. Introducing the price early in the message b. Introducing the price before creating a desire for the product c. Mentioning the price in a simple sentence d. Stating the price in terms of small units 35. In a sales message, _____. a. a well-known anecdote should be included to gain the reader's attention b. cliched statements should be included to make the message sound authentic c. general remarks about a product's durability and appearance should be included to create desire d. the desired action should be defined in specific terms that are easy to complete

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Chap_08_BCOM10 36. A(n) _____ is needed in a sales message when the audience is not known to have expressed an interest in a product, idea, or service previously. a. resale b. counterproposal c. buffer d. attention-getter 37. Which of the following is true of the last paragraph of a sales message? a. It should include testimonials, guarantees, and enclosures. b. It should be written using a deductive outline. c. It should restate the central selling point. d. It should be relatively long and detailed.

38. _____ makes a sales message sound authentic. a. A cliché b. A general remark c. Jargon d. Concrete language 39. Josef often camps with his friends. He responds to an advertisement for a tent that can be set up with ease, is spacious, is resistant to harsh climatic conditions, and can be mended easily if damaged. According to Maslow's hierarchy of needs, the advertised benefits of the product appeal to Josef's _____, security, and safety needs. a. physiological b. social c. ego d. self-actualization 40. Which of the following questions should you ask before writing a persuasive message to identify the desired action? a. What will your product, service, or idea do for the reader? b. What do you want the reader to do? c. How might cultural differences affect your message? d. What is the cost to the receiver?

41. Which of the following is the main idea of a persuasive message written using the AIDA approach? a. The request for action b. The product's features c. The factual evidence d. The product's cost

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Chap_08_BCOM10 42. To get a reader's attention and interest using a sales message, you must: a. place the central selling feature of a product in the middle paragraph of the message. b. choose an anecdote that is likely to be familiar to the reader. c. organize the message using the deductive outline. d. use a unique combination of words to describe how a product can solve the reader's problem.

43. Bioplus Inc. has introduced a new anti-aging cream in the market with a price that is higher than those of similar products from its competitors. At which position should Bioplus Inc. include the price in its sales message? a. At the beginning of the message as an attention-getter b. Late in the message after discussing the product's benefits c. In the closing sentence of the message as the reason for taking action d. Throughout the message as a central selling point 44. Which of the following is an effective statement for requesting action using a sales message? a. "Make your purchase before December 15, and receive your rebate." b. "If you make a decision, you might be eligible for a discount." c. "Let us hear from you about your purchase decision." d. "We hope you will fill out your preferences for us to customize the product."

45. Which of the following principles is helpful in preparing persuasive messages? a. Keep paragraphs long and detailed. b. Use passive verbs. c. Use general language. d. Stress a central selling point.

46. _____ can be included in unsolicited sales messages for gaining attention. a. Clichés b. Personal experiences c. Technical jargons d. Counterproposals 47. The _____ of a sales message should be introduced early in the message, interwoven throughout the evidence section, and included in the last paragraph as an emphatic, final reminder of the reason for taking action. a. attention-getter b. central selling point c. problem statement d. counterproposal

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Chap_08_BCOM10 48. As indicated by Maslow's hierarchy of needs, some people respond favorably to advertisements that target their need to be entertained, remembered, appreciated, or respected. The needs that are being targeted are social, ego, and _____ needs. a. physiological b. security c. self-actualizing d. safety 49. Which of the following can help make a sales message objective? a. Writing inductively b. Avoiding specific language c. Including superlatives d. Avoiding exaggerations 50. In the context of the persuasive process, which of the following best describes AIDA? a. Gaining attention, instigating action, creating desire, and encouraging acceptance b. Gaining acceptance, inviting questions, instigating action, and attracting attention c. Gaining attention, generating interest, creating desire, and motivating action d. Gaining acceptance, instigating action, discussing benefits, and attracting attention 51. While writing a persuasive message, you can obtain information about your product, service, or idea by: a. conducting tests and experiments. b. formulating marketing strategies. c. assessing audience characteristics. d. engaging in inventory management.

52. To overcome people's natural resistance to price, _____. a. do not state price in terms of small units b. invite comparison of like products, services, or ideas with similar features c. do not illustrate the price using figures d. introduce the price early in the message, and mention it only in a simple sentence 53. Which of the following is true of persuasive requests? a. They are granted quickly and willingly. b. They invite action only after attempting to create a desire to take action. c. They begin by asking for an adjustment. d. They exclude arguments as they do not anticipate any resistance.

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Chap_08_BCOM10 54. One of the objectives of _____ in an unsolicited sales message is to introduce a relationship between the audience and the product, service, or idea. a. the salutation b. the attention-getter c. a counterproposal d. an enclosure 55. Which of the following can make persuasion effective? a. Avoiding comparisons with other alternatives b. Writing generalized messages c. Knowing your audience d. Using the deductive approach 56. A sales message to promote pop-up blocker software has protection of children from pornography as its central selling point. The central selling point should be: a. emphasized using abstract nouns and passive verbs. b. written using the deductive approach. c. reinforced throughout the message. d. implied when the product is described.

57. In a persuasive message, an effective introduction of a product, service, or idea: a. is cohesive and action centered. b. uses abstract nouns and passive verbs. c. is written using a deductive outline. d. describes an anecdote that is likely familiar to the audience.

58. A commonly used appeal in a sales message for getting quick action is to encourage customers to buy: a. while prices are not in effect. b. when the company will receive benefits. c. when a rebate is being offered. d. on business days.

59. Which of the following questions should you ask before writing a persuasive message to know your audience? a. What will your product, service, or idea do for the reader? b. What do you want the audience to do? c. How might cultural differences affect your message? d. How is your product or service different from its competition?

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Chap_08_BCOM10 60. Marcus is writing a persuasive message asking his employees to complete an online survey. Which of the following guidelines should he follow when writing his message? a. He should keep the paragraphs long and detailed. b. He should use concrete nouns and active verbs. c. He should focus on aspects that benefit the company. d. He should use a deductive outline.

61. An effective sales message: a. is written using a deductive outline. b. asks confidently for action. c. includes well-known anecdotes and jargon. d. uses general language.

62. Claim messages are often routine because the basis for the claim is a _____. a. buffer b. memo c. testimonial d. guarantee 63. Unlike solicited sales messages, unsolicited sales messages: a. are requested by potential buyers. b. require attention-getters. c. include multiple selling features. d. follow a deductive outline.

64. Unlike routine claims, persuasive claims: a. use a deductive sequence. b. are granted quickly and willingly. c. do not begin by asking for an adjustment. d. do not require logical arguments.

65. A way to increase your chances of convincing your audience is to include _____ in your statements. a. jargon b. research evidence c. a trite expression d. a cliché 66. Discuss how information about a product, service, or idea can be obtained before writing a persuasive message.

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Chap_08_BCOM10 67. Explain the inductive approach used in writing a persuasive message.

68. Briefly explain some common used attention-getting devices used in sales messages.

69. Discuss how the inclusion of guarantees and enclosures in a sales message can convince prospective customers to like your product, service, or idea.

70. Explain how Maslow's hierarchy of needs can help a person in writing an effective persuasive message.

71. Discuss the principles to be followed when preparing persuasive messages.

72. Discuss the importance of focusing on a central selling feature in a sales message.

73. Discuss the techniques that can be used in a sales message to overcome people's natural resistance to price.

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Chap_08_BCOM10 74. Discuss the characteristics of an effective persuasive claim.

75. Write a short note on claim messages.

76. Give an example of how an original approach can be used in a sales message.

77. Discuss how an effective sales message can provide an incentive for quick action.

78. Discuss how factual evidence can be presented and interpreted to create desire.

79. Discuss the points to be kept in mind while writing a persuasive request to ask for favor.

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Chap_08_BCOM10 Answer Key 1. False 2. False 3. False 4. False 5. True 6. False 7. False 8. False 9. False 10. False 11. False 12. False 13. False 14. False 15. False 16. True 17. False 18. True 19. True 20. False 21. True 22. False 23. True 24. False 25. True 26. False

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Chap_08_BCOM10 27. True 28. c 29. a 30. a 31. c 32. d 33. c 34. d 35. d 36. d 37. c 38. d 39. a 40. b 41. a 42. d 43. b 44. a 45. d 46. b 47. b 48. c 49. d 50. c 51. a 52. b 53. b 54. b Copyright Cengage Learning. Powered by Cognero.

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Chap_08_BCOM10 55. c 56. c 57. a 58. c 59. c 60. b 61. b 62. d 63. b 64. c 65. b 66. Answers will vary. Success in writing is directly related to success in preliminary thinking. You need information about (1) your product, service, or idea; (2) your audience; and (3) the desired action.

You cannot be satisfied with knowing the product, service, or idea in a general way; you need details. Get your information by (1) reading available literature; (2) using the product and watching others use it; (3) comparing the product, service, or idea with others; (4) conducting tests and experiments; and (5) soliciting reports from users.

Before you write, you need concrete answers to such questions as these: a. What will the product, service, or idea do for the reader or readers? b. What are its superior features (e.g., design and workmanship or audience benefit)? c. How is the product or service different from its competition? d. How is the proposed idea superior to other viable alternatives? e. What is the cost to the receiver?

Similar questions must be answered about other viable alternatives or competing products. Of particular importance is the question, "What is the major difference?" People are inclined to choose an item (or alternative) that has some distinct advantage. For example, some people might choose a particular car model because of its style and available options; still others might choose the model because of its safety record. REJ: Please see the section "Persuasion Strategies" for more information.

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Chap_08_BCOM10 67. Answers will vary. More than 100 years ago, Sherwin Cody summarized the persuasive process into

four basic steps called AIDA. The steps have been varied somewhat and have had different labels, but the fundamentals remain relatively unchanged. An inductive outline is used in persuasive messages sent in written, electronic, or spoken form. The steps of AIDA are described below: a. Attention: Get the receiver's attention. b. Interest: Introduce the product, service, or idea, and arouse interest in it. c. Desire: Create desire by presenting convincing evidence of the value of a product, service, or idea. d. Action: Encourage action.

The main idea, which is the request for action, appears in the last paragraph after presenting the details—convincing reasons for the audience to comply with the request.

Each step is essential, but the steps do not necessarily require equal amounts of space. Good persuasive messages do not require separate sentences and paragraphs for each phase of the outline. The message could gain the reader's attention and interest in the same sentence, and creating desire could require many paragraphs. REJ: Please see the section "Persuasion Strategies" for more information.

68. Answers will vary. Various techniques have been successful in convincing readers to consider an unsolicited sales message. Regardless of the technique used, the attention-getter should achieve several important objectives: introduce a relationship, focus on a central selling feature, and use an original approach.

Some commonly used attention-getting devices include: a. A personal experience: When a doctor gives you instructions, how often have you thought, "I wish you had time to explain" or "I wish I knew more about medical matters”? b. A solution to a problem (outstanding feature/benefit): Imagine creating a customized multimedia presentation that … c. A startling announcement: More teens die as a result of suicide each month than die in auto accidents in the same time period. d. A what-if opening: What if I told you there is a savings plan that will enable you to retire three years earlier? e. A question: Why should you invest in a company that has lost money for six straight years? f. A story: Here's a typical day in the life of a manager who uses an iPad. g. A proverb or quote from a famous person: Vince Lombardi, one of the most successful coaches in the history of football, once said, "If winning isn't everything, why do they keep score?" At Winning Edge, we specialize in making you the winner you were born to be. h. A split sentence: Sandy beaches, turquoise water, and warm breezes … it's all awaiting you on your Mesa cruise. i. An analogy: Like a good neighbor, State Farm is there.

Other attention-getters include a gift, an offer, a bargain, or a comment on an enclosed product sample. REJ: Please see the section "Sales Messages" for more information.

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Chap_08_BCOM10 69. Answers will vary. One way to convince prospective customers that they will like your product, service,

or idea is to give them concrete evidence that other people like it. Tell what others have said (with permission, of course) about the usefulness of your offering. Guarantees and free trials convey both negative and positive connotations. By revealing willingness to refund money or exchange an unsatisfactory unit, a writer confesses a negative: the purchase could be regretted or refused.

However, the positive connotations are stronger than the negatives: the seller has a definite plan for ensuring that buyers get value for money spent. In addition, the seller conveys willingness for the buyer to check a product, service, or idea personally and compare it with others. The seller also implies confidence that a free trial will result in a purchase and that the product will meet standards set in the guarantee. A long or complex guarantee can be included in an enclosure or attachment.

A message should persuade the audience to read an enclosure, attachment, or file link that includes more detailed information. Thus, refer to the added material late in the message after the major portion of the evidence has been given. An enclosure or link is best referred to in a sentence that is not a cliché ("Enclosed you will find," or "We have enclosed a brochure"). REJ: Please see the section "Sales Messages" for more information.

70. Answers will vary. Some people might respond favorably to appeals to physiological, security, and

safety needs (to save time and money, to be comfortable, to be healthy, or to avoid danger). People with such needs would be impressed with a discussion of the benefits of convenience, durability, efficiency, or serviceability. Others might respond favorably to appeals to their social, ego, and selfactualizing needs (to be loved, entertained, remembered, popular, praised, appreciated, or respected). REJ: Please see the section "Persuasion Strategies" for more information.

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Chap_08_BCOM10 71. Answers will vary. The principles you need to follow when preparing persuasive messages are

discussed below. a. Keep paragraphs short. The spaces between paragraphs show the dividing place between ideas, improve appearance, and provide convenient resting places for the eyes. Hold the first and last paragraph to three or fewer lines; a one-line paragraph (even a very short line) is acceptable. You can even use paragraphs less than one sentence long by putting four or five words on the first line and completing the sentence in a new paragraph. Be careful to include key attention-getting words that either introduce a product, service, or idea or lead to its introduction. b. Use concrete nouns and active verbs. Concrete nouns and active verbs help readers see a product, service, or idea and its benefits more vividly than do abstract nouns and passive verbs. c. Use specific language. General words would not mean much unless they are well supported with specifics. Specific language is space consuming (saying that something is "great" requires fewer words than telling what makes it so); therefore, persuasive messages are usually longer than other messages. Still, persuasive messages need to be concise; they should say what needs to be said without wasting words. d. Let readers have the spotlight. If readers are made the subject of some of the sentences, if they can visualize themselves with the product in their hands, or if they can get the feel of using it for enjoyment or to solve problems, the chances of creating a desire are increased. e. Stress a central selling point or appeal. A thorough analysis ordinarily will reveal some feature that is unique or some benefit that is not provided by other viable alternatives—the central selling point.

This point of difference can be developed into a theme that is woven throughout the entire message.

Or, instead of using a point of difference as a central selling point, a writer could choose to stress a major satisfaction to be gained from using the item or doing as asked. A central selling point (theme) should be introduced early and reinforced throughout the remainder of the message. REJ: Please see the section "Persuasion Strategies" for more information.

72. Answers will vary. Almost every product, service, or idea will in some respects be superior to its

competition. If not, such factors as favorable price, fast delivery, or superior service can be used as the primary appeal. This central selling point must be emphasized, and one of the most effective ways to emphasize a point is by position in a sales message. An outstanding feature mentioned in the middle of the message might go unnoticed, but it will stand out if mentioned in the first sentence.

Note how the following opening sentence introduces the central selling feature and leads naturally into the sentences that follow: "Like running through a sprinkler on a warm summer day, our latest iced coffee creation combines hot and cold in a way that is totally invigorating. The heat comes from the warm cinnamon notes you taste on first sip, followed by a sweet orange finish. Our classic Orange Spice iced coffee is there to refresh you all the while. Jump in!" REJ: Please see the section "Sales Messages" for more information.

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Chap_08_BCOM10 73. Answers will vary. Use the following techniques to overcome people's natural resistance to price:

a. Introduce price only after creating a desire for a product, service, or idea and its virtues. Let readers see the relationship of features and benefits to the price. b. Use figures to illustrate that the price is reasonable or that the reader can save money. Example: "Purigard saves the average pool owner about $50 in chemicals each month; thus, the $200 unit pays for itself in a single swim season." c. State price in terms of small units. $30 a month seems like less than $360 a year. d. Invite comparison of like products, services, or ideas with similar features. e. Consider mentioning price in a complex or compound sentence that relates or summarizes the virtues of the product, service, or idea. REJ: Please see the section "Sales Messages" for more information.

74. Answers will vary. Like sales messages, persuasive claims should use an inductive sequence. Unlike

routine claim messages, persuasive claims do not begin by asking for an adjustment. An effective persuasive claim is written inductively (to reduce the chance of a negative reaction in the first sentence), and it stresses an appeal throughout the message (to emphasize an incentive for taking favorable action). In a persuasive claim, an appeal serves the same purpose that a central selling feature does in a sales message. Both serve as a theme; both remind the reader of a benefit gained from doing as asked. An effective persuasive claim seeks attention by giving a sincere compliment that reveals the subject of the message. It continues stressing the central appeal while providing needed details. It presents reasoning that leads to a request and a subtle reminder of the central appeal. It uses a letter rather than a less formal email format to add formality to the message. REJ: Please see the section "Persuasive Requests" for more information.

75. Answers will vary. Claim messages are often routine because the basis for a claim is a guarantee or

some other assurance that an adjustment will be made without need of persuasion. However, when an immediate remedy is doubtful, persuasion is necessary.

Often, any reasonable claim will be adjusted to the customer's satisfaction. Therefore, venting strong displeasure in the claim message will likely alienate the claims adjuster—the one person whose cooperation is needed. Adjusters might have had little or nothing to do with the manufacture and sale of a product or direct delivery of a service. They did not create the need for the claim.

Companies should welcome claims. Only a small percentage of claims are from unethical individuals; the great bulk is from people who believe they have a legitimate complaint. Complaints help companies identify problem areas and correct them. Another advantage that companies derive from the claim process is that when complaints are handled appropriately, complainers can become very loyal customers. Thus, the way a complaint is handled determines, to a large extent, the goodwill toward the company.

Knowledge of effective claim writing should never be used as a means of taking advantage of someone. Hiding an unjustifiable claim under a cloak of untrue statements is difficult and strictly unethical. Adjusters typically are fair-minded people who will give the benefit of the doubt, but they will not satisfy an unhappy customer simply to avoid a problem. REJ: Please see the section "Persuasive Requests" for more information.

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Chap_08_BCOM10 76. Answers will vary. To get the reader's attention and interest, you must offer something new and fresh.

Thus, choose an anecdote likely unfamiliar to your audience or use a unique combination of words to describe how a product, service, or idea can solve the reader's problem: "The nine-year-old boy rushes to the store's toy department, unaware that his parents are far behind him in housewares. Surrounded by the latest action figures, electronic games, and cartoon DVDs, he hardly knows where to start in his search for the perfect gifts to include on his holiday wish list. For the next hour, his parents indulge his enthusiasm as he tries out every displayed product.

In many ways, Adobe Photoshop Elements is like that toy department. The new Photoshop offers a plethora of powerful, useful features that will hold your attention for hours on end." REJ: Please see the section "Sales Messages" for more information.

77. Answers will vary. If the reader waits to take action on your proposal, the persuasive evidence will be

harder to remember, and the audience will be less likely to act. Therefore, you prefer the audience to act quickly. Reference to the central selling point (assuming it has been well received) helps stimulate action. Commonly used appeals for getting quick action are to encourage customers to buy while prices are in effect, while supplies last, when a rebate is being offered, when it is a particular holiday, or when they will receive benefits. REJ: Please see the section "Sales Messages" for more information.

78. Answers will vary. Few people will believe general statements without having supporting factual

evidence. Saying a certain method is efficient is not enough. You must say how it is efficient and present some data to illustrate this.

Presenting research evidence (hard facts and figures) to support your statements is another way to increase your chances of convincing your audience. Presenting results of a research study takes space but makes the message much more convincing than general remarks about product features.

Evidence must not only be authentic; it must sound authentic, too. Facts and figures are even more impressive if they reflect comparative advantage.

Naturally, your audience will be less familiar with the product, service, or idea and its uses than you will be. Not only do you have an obligation to give information, you should interpret it if necessary and point out how the information will benefit the audience.

You can often make a point more convincing by comparing something unfamiliar with something familiar. Comparison can also be used to interpret prices.

Do not go overboard and bore or frustrate your audience with an abundance of facts or technical data. Never make your reader feel ignorant by trying to impress him or her with facts and figures he or she might not understand. REJ: Please see the section "Sales Messages" for more information.

79. Answers will vary. Occasionally, everyone has to ask someone else for a special favor—action for

which there is little reward, time, or inclination. When a deductive approach is used in a persuasive situation, chances of getting cooperation are minimal. If the first sentence gets a negative reaction, a decision to refuse might be made instantly. Having thought "No," the reader might not read the rest of the message or might hold stubbornly to that decision in spite of a well-written persuasive argument that follows the opening sentence. If the preceding paragraphs adequately emphasize a reader's reward for complying, the final paragraph need not shout loudly for action. REJ: Please see the section "Persuasive Requests" for more information.

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Chap_09_BCOM10 Indicate whether the statement is true or false.

1. A search engine is a cataloged database of websites that allows you to search specific topics. a. True b. False 2. Certain types of databases that are not accessible by a search engine are described as the hidden Internet. a. True b. False 3. Two footnotes cannot appear on the same page. a. True b. False 4. While interpreting data, facts should determine conclusions. a. True b. False 5. Correlation analysis can be used to determine whether a relationship existed between how respondents answered one item and how they answered another. a. True b. False 6. Collecting too much secondary information is one of the major deterrents to good report writing. a. True b. False 7. In our information-intensive society, proposal preparation is an insignificant activity for many firms. a. True b. False 8. In the context of data collection, the smaller the sample, the more reliable are any conclusions based on opinions. a. True b. False 9. A report is presented before attempting to solve a problem. a. True b. False 10. In the context of citations, explanatory notes are not used for commenting on a source. a. True b. False 11. Newspapers are a good initial source for investigation. a. True b. False Copyright Cengage Learning. Powered by Cognero.

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Chap_09_BCOM10 12. Statistical analysis is a simple task and does not require any training. a. True b. False 13. The problem statement, or statement of the problem, is the particular problem that is to be solved by research. a. True b. False 14. The report process is one of reducing the information collected to a size that can be handled conveniently in a written message. a. True b. False 15. Using research samples that are too small is an error at the data-gathering stage. a. True b. False 16. To interpret data effectively, a researcher should assume constancy of human behavior. a. True b. False 17. Secondary research methods include observational studies. a. True b. False 18. In questionnaires, ranking scales, also called Likert scales, allow participants to indicate their opinion on a numbered continuum. a. True b. False 19. One advantage of primary research is that it avoids needless duplication of costly research efforts. a. True b. False 20. In-text parenthetical citations do not direct the reader to the publication information on sources cited in a report. a. True b. False 21. The Publication Manual of the American Psychological Association has become the most-used guide in the social and soft sciences and in many scholarly journals. a. True b. False

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Chap_09_BCOM10 22. At the end of every year, Trent Enterprise prepares an annual report. This report is an example of an analytical report. a. True b. False Indicate the answer choice that best completes the statement or answers the question.

23. Which of the following statements is true of documenting sources of information? a. Documentation does not aid future researchers pursuing similar material. b. Documentation is easy and consumes a minimal amount of time. c. Documentation protects writers against plagiarism charges. d. Documentation does not include citing the sources consulted for a report.

24. Which of the following measures helps to establish boundaries in which a report will be researched and prepared? a. Limiting the use of technical words b. Using the what, why, when, where, and who questions c. Listing the procedures in the methodology section d. Selecting secondary research methods rather than primary research methods 25. Which of the following is a common error that hinders the accurate interpretation of data? a. Interpreting results from a large sample b. Tabulating a questionnaire with many items c. Basing a conclusion on lack of evidence d. Applying statistical analysis 26. Which of the following statements is true of vertical reports? a. The main function of these reports is to assist in coordination in an organization. b. The main function of these reports is to contribute to management control. c. They are distributed outside an organization. d. They travel between units on the same organizational level.

27. Alicia is conducting research on consumer behavior. The study requires her to note the number of people who shop at Fresnas Mart, a grocery store, in the afternoons during weekdays. She also needs to pay attention to the customers' preferred brands, the customer service, and the arrangement of items in the store. She needs to conduct the study without interacting with the customers so that she does not influence their behavior and choices. In this scenario, Alicia is conducting a(n) _____. a. observational study b. normative study c. experimental study d. replication study

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Chap_09_BCOM10 28. Darren had to submit a research paper as part of his final exam. The assignment needed weeks of careful study and experimentation. Darren, however, did not work on the paper until the day before the submission. As a result, he had no choice but to use another research article and present the article as his own. In this scenario, Darren is guilty of _____. a. plagiarism b. libel c. heresy d. spin doctoring 29. Identify is a common error that hinders the accurate interpretation of data. a. Attempting to compare when commonality is present b. Not hoping for spectacular results c. Assuming a cause–effect relationship when one does not exist d. Not trying to make results conform to a prediction or desire 30. Which of the following is a similarity between online surveys and telephone surveys? a. Both require a proper interviewer. b. Both are inexpensive. c. Both allow personal contact between the interviewer and the correspondent. d. Both are useful for obtaining detailed information.

31. The term _____, which literally means description of books, is sometimes used to refer to an alphabetized list of the sources used in preparing a report. a. hypothesis b. biography c. footnote d. bibliography 32. _____ is based on the principle that a sufficiently large number drawn at random from a population will be representative of the total population. a. Secondary research b. Sampling c. Referencing d. Correlation analysis 33. Unlike a footnote, a bibliography: a. includes the aims or objectives the researcher hopes to accomplish. b. includes sources that provide information but do not result in citations. c. does not contain the publication information about a source. d. does not give evidence of the nature of sources the author consulted.

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Chap_09_BCOM10 34. Which of the following statements is true of a functional report? a. It is requested by most governmental and nonprofit agencies. b. It is a form of an external report. c. It serves a specified purpose within a company. d. It takes its functional designation from its form.

35. Brian works for Magnira Labs and is conducting research on a certain topic. For the research, he needs $50,000, but the private agency funding the research is willing to give only $30,000. In this scenario, the restraint on the budget is an example of a _____. a. reservation b. delimitation c. limitation d. citation 36. In the context of analyzing survey results, which of the following statements is true of statistical analysis? a. It uses correlation analysis to reduce quantitative data, such as numerous answers, to questionnaire items. b. It uses tabulation techniques to determine whether a relationship exists between how respondents answered one item and how they answered another. c. It involves specialized understanding that is gained through appropriate training. d. It is ineffective in drawing sound conclusions from the collected data.

37. A convincing proposal: a. will lead to call for bids. b. will lead to obtaining a contract. c. will help develop an effective survey instrument. d. will help decide the authoritative style manual to be followed.

38. In-text parenthetical citations direct the reader to a list of sources that is arranged alphabetically by the: a. author's first name. b. author's last name. c. name of the publisher. d. place of publication.

39. In the context of Internet search, Boolean operands: a. are quotation marks inserted around topic words. b. serve to limit the identified sites. c. provide access to the hidden Internet. d. direct users to other related topics.

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Chap_09_BCOM10 40. Which of the following statements is true of personal interviews? a. They are relatively inexpensive to administer. b. They yield quick results that can be updated electronically as responses are received. c. They are not affected by the quality or consistency of the interviewer. d. They are useful to obtain in-depth answers.

41. In the context of note-taking, the _____ involves citing the exact words from a source. a. paraphrase method b. explanatory method c. direct quotation method d. summary method 42. Which of the following studies best exemplifies a longitudinal study? a. A study of post-recession unemployment rates b. A study of the effects of high sugar consumption on the health of children and adults c. A study of the development of babies a month after birth and then again at age five d. A study of soil erosion during the Asian monsoon season in 2015 43. An effective questionnaire uses: a. items that ask for multiple answers to one idea. b. different typefaces, bold, underline, and italics to emphasize important ideas. c. many skip-and-jump instructions. d. numerous open-ended questions that require essay-style answers.

44. Which of the following is true of source notes? a. They eliminate the need for footnotes, endnotes, or parenthetical citations. b. They support a statistical table. c. They refer the reader to another section of a report. d. They acknowledge the contributions of others.

45. Which of the following statements is true of the procedures section of a report? a. It does not include the sources that were consulted. b. It adds credibility to the research process. c. It eliminates the need for secondary research. d. It lists the steps in alphabetical order.

46. Which of the following is a difference between primary and secondary research? a. Unlike primary research, secondary research can be gathered by means of traditional printed sources or by using electronic tools.

b. Unlike secondary research, primary research provides information that has already been created by others. c. Unlike secondary research, primary research helps researchers save time and effort by not duplicating research that has already been undertaken.

d. Unlike primary research, secondary research includes observation, experimentation, and normative surveys.

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Chap_09_BCOM10 47. In the context of note-taking, the _____ involves summarizing information in your own words without changing the author's intended meaning. a. paraphrase method b. citation method c. direct quotation method d. statistical analysis method 48. Which of the following is a common error at the data-gathering stage? a. Using both primary and secondary data b. Gathering too much information c. Using the direct quotation method d. Gathering data from a large sample size 49. Cheryl is conducting research on the effects of different advertising techniques. In a section of her report, she records all the steps she has taken to prepare the report. This section is an example of _____. a. scope b. a citation c. methodology d. a bibliography 50. Which of the following statements is true of newspapers as a research material? a. Newspapers are primary research materials. b. Newspapers give condensed coverage of timely topics. c. Newspapers are written for specialized audiences. d. Newspapers are more research oriented than journals.

51. The managers at Fazer Technologies Inc. prepared a report on the profits earned and the losses incurred by the company over the last year and presented it to the stockholders of the company. In this scenario, Fazer Technologies Inc.'s report is an example of a(n) _____. a. informal report b. vertical report c. external report d. lateral report 52. A _____ is a statement to be proved or disproved through research. a. hypothesis b. theorem c. parameter d. conjecture

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Chap_09_BCOM10 53. Which of the following is a similarity between the Publication Manual of the American Psychological Association (APA) and the MLA Handbook for Writers of Research Papers? a. Both styles position source notes at the bottom of a page. b. Both styles permit the use of footnotes and endnotes. c. Both styles use the term references to refer to the list of the sources used in preparing a report. d. Both styles permit the use of in-text citations only.

54. In the context of referencing, which of the following is true of the use of footnotes? a. A list of footnotes can be included in an endnotes page at the end of the document in the order they appeared. b. Footnotes are used in the Publication Manual of the American Psychological Association style of referencing. c. The reader can conveniently refer to the source if the documentation is positioned before the text in the page. d. Footnotes, which are usually placed at the end of a document, are referred to as bibliographies.

55. Which of the following is a characteristic of formal reports? a. They are usually short in length and bypass details. b. They include the use of personal pronouns. c. They are carefully structured. d. They are subjective.

56. In the context of analyzing research data, the mean, median, and mode: a. assist a researcher in understanding the distribution of scores in a study. b. are descriptions of the average value of the distribution of scores in a study. c. determine a possible relationship between answers to two different items. d. are located websites that contain the word or words specified in a search.

57. Which of the following statements is true of a proposal? a. Proposal preparation is not a major activity for many firms. b. Potential buyers prepare proposal reports telling what they need. c. Most governmental and nonprofit agencies issue requests for proposals. d. Proposal writing is done by all the internal employees of an organization.

58. For many kinds of studies, _____ might help in describing distributions of quantitative data. a. measures of reliability b. measures of central tendency c. correlation analyses d. regression analyses 59. _____ are a source of primary data. a. Journal articles b. Normative surveys c. Online government documents d. Movie reviews

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Chap_09_BCOM10 60. Boundaries imposed on a research project outside the control of researchers are called _____. a. delimitations b. citations c. limitations d. reservations 61. An effective questionnaire: a. avoids specialized terms that respondents might not understand. b. includes as many skip-and-jump questions as possible. c. includes only the questions needed to meet the objectives of the study. d. avoids text boxes and graphic lines.

62. Fresnas Corp., a research company, has received a request to prepare a report on how to advertise effectively to Millennials. To make the research less complicated, the researchers have selected a small sample and three online databases. In this scenario, the selected sample and databases are examples of _____. a. delimitations b. problem scopes c. citations d. hypotheses 63. Identify a characteristic of reports. a. Reports typically travel upward in an organization. b. Reports are very subjective in nature. c. Reports that follow an inductive organization answer the question first. d. Reports are generally prepared for a wide audience.

64. Many researchers prefer to state hypotheses in the null form because the null hypothesis: a. reduces a problem to a workable size and also establishes some firm limits to the research. b. is easier to state than a regular hypothesis. c. tends to remove the element of prejudice toward a certain answer. d. states the relationship among the factors being studied.

65. Distinguish between formal and informal reports.

66. Differentiate between internal reports and external reports.

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Chap_09_BCOM10 67. Discuss the characteristics of valid and reliable data.

68. Explain the benefits of conducting secondary research.

69. Explain the report process and the steps involved in it.

70. Technicorp Electronics, a chain of stores selling electronics in the northeast region of the United States, wants to determine whether it is paying its sales representatives a reasonable salary. The company has decided to survey the salaries of the sales representatives employed in electronics stores in the northeast region to determine how well it is paying its employees. Limit and define the scope of the report, and write a statement of purpose.

71. Distinguish between primary and secondary research.

72. A research firm wants to conduct a research study to determine what the U.S. population thinks of imported clothing at a given point in time. Describe three primary research options that are available for this type of research. Which option would you recommend to the research firm? Why?

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Chap_09_BCOM10 73. Huran Industries, a small company, wants to improve the communication between its supervisors and their respective subordinates. The company has developed a questionnaire to determine the subordinates' attitudes toward communicating with their supervisors. The following questions are in the form of a draft and need to be rewritten for clarity and easy tabulation. a. Do you work in office, maintenance, assembly line, or shipping? b. How long have you worked here? c. Do you think the supervisors in the company are approachable? d. Do you feel that you can talk to your supervisor when needed? e. Is your supervisor available to answer your questions? f. How do you prefer to communicate with your supervisor? g. How does your supervisor usually communicate with you? h. Does your supervisor give you feedback? i. Does your supervisor reprimand you? If yes, how? j. Do you think an employee suggestion box would be useful?

Required: Rewrite the questions above for clarity and easy tabulation of results.

74. Hasley's, a retail chain based in the Midwest, has offices in several locations throughout the United States. The company is currently conducting research to determine the feasibility of opening an office at a new location in the Southwest. The research team of the company has to write a feasibility report. The team must define the scope of the report and develop a statement of purpose. Identify the five questions that will help the team limit the scope of the report. Provide an answer to each question, and write a statement of purpose for the report.

75. What is a proposal?

76. List seven common errors that seriously hinder the interpretation of data.

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Chap_09_BCOM10 77. List some suggestions for developing an effective questionnaire.

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Chap_09_BCOM10 Answer Key 1. True 2. True 3. False 4. True 5. True 6. True 7. False 8. False 9. False 10. False 11. True 12. False 13. True 14. True 15. True 16. False 17. False 18. True 19. False 20. False 21. True 22. False 23. c 24. b 25. c 26. b

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Chap_09_BCOM10 27. a 28. a 29. c 30. b 31. d 32. b 33. b 34. c 35. c 36. c 37. b 38. b 39. b 40. d 41. c 42. c 43. b 44. d 45. b 46. a 47. a 48. b 49. c 50. b 51. c 52. a 53. d 54. a Copyright Cengage Learning. Powered by Cognero.

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Chap_09_BCOM10 55. c 56. b 57. c 58. b 59. b 60. c 61. a 62. a 63. a 64. c 65. Answers will vary. A formal report is carefully structured; it is logically organized and objective,

contains much detail, and is written in a style that tends to eliminate such elements as personal pronouns. An informal report is usually a short message written in natural or personal language. An internal memo generally can be described as an informal report. REJ: Please see the section "Characteristics of Reports" for more information.

66. Answers will vary. An internal report, such as a production or sales report, travels within an

organization. An external report, such as a company's annual report to stockholders, is prepared for distribution outside an organization. REJ: Please see the section "Characteristics of Reports" for more information.

67. Answers will vary. Validity refers to the degree to which the data measure what you intend to measure.

It generally results from careful planning of the questionnaire or interview questions or items.

Cautious wording, preliminary testing of items to detect misunderstandings, and some statistical techniques are helpful in determining whether the responses to the items are valid. A pilot test of the instrument is often conducted prior to the full-scale survey so that a smaller number of participants can test the instrument, which can then be revised prior to wide-scale administration.

Reliability refers to the level of consistency or stability over time or over independent samples; that is, reliable data are reasonably accurate or repeatable. Reliability results from asking a large enough sample of people so that the researcher is reasonably confident the results would be the same even if more people were asked to respond or if a different sample were chosen from the same population. For example, if you were to ask 10 people to react to a questionnaire item, the results might vary considerably. If you were to add 90 more people to the sample, the results might tend to reach a point of stability where more responses would not change the results. Reliability would then be reasonably established. REJ: Please see the section "Selecting a Method of Gathering Information" for more information.

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Chap_09_BCOM10 68. Answers will vary. Secondary research provides information established previously by other

researchers. By engaging in library research on a specific topic, researchers can learn what information is available on the topic, which helps to establish a point of departure for further research.

Needless duplication of costly research efforts can be avoided, and areas of needed research can be discovered. Careful and extensive secondary research can provide the opportunity to make a significant contribution to a body of knowledge. REJ: Please see the section "Selecting a Method of Gathering Information" for more information.

69. Answers will vary. The report process is one of reducing the information collected to a size that can be

handled conveniently in a written message. Visualize the report process as taking place in a huge funnel. At the top of the funnel, pour in all the original information. Then through a process of compression within the funnel, take these steps: 1. Evaluate the information for its usefulness.

2. Reduce the useful information through organization of notes and data analysis.

3. Combine like information into understandable forms through the use of tables, charts, graphs, and summaries.

4. Report in written form the information that remains. REJ: Please see the section "Arriving at an Answer" for more information.

70. Answers will vary.

What: A study of the salaries of sales representatives Why: To determine whether the salaries of the sales representatives of Technicorp Electronics are consistent with that of the employees in other companies When: Current Where: Northeast region of the United States Who: Sales representatives employed in retail electronics stores Statement of purpose: The purpose of this study is to survey the salaries of the sales representatives employed in retail electronics stores in the northeast region of the United States to determine whether the salary provided by Technicorp Electronics to its employees is competitive. REJ: Please see the section "Basis for Reports: The Problem-Solving Process" for more information.

71. Answers will vary. Secondary research provides information that has already been created by others.

Researchers save time and effort by not duplicating research that has already been undertaken.

They can access this information easily through the aid of electronic databases and bibliographic indexes. Suppose that a marketing manager has been asked to investigate the feasibility of implementing a strategic information system. The manager knows other companies are using this technology. By engaging in secondary research, the manager can determine the boundaries of knowledge before proceeding into the unknown.

After reviewing the secondary data, you might need to collect primary data to solve your problem.

Primary research relies on firsthand data, such as responses from pertinent individuals or observations of people or phenomena related to your study. Recognized methods to obtain original information are observational studies, experimental research, and normative surveys. REJ: Please see the section "Selecting a Method of Gathering Information" for more information.

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Chap_09_BCOM10 72. Answers will vary. Primary research methods include the following: a. Observational studies: These are studies in which the researcher observes and statistically analyzes certain phenomena to assist in establishing new principles or discoveries. b. Experimental research: It typically involves the study of two or more samples that have exactly the same components before a variable is added to one of the samples. c. Normative survey research: This is undertaken to determine the status of something at a specific time.

Recommendation: As the research firm is trying to gauge opinions at a given point in time, normative survey research is recommended. REJ: Please see the section "Selecting a Method of Gathering Information" for more information.

73. Answers will vary. Revised questionnaire: a. Check one of the following to indicate your department. __Office __Maintenance __Assembly/Production __Shipping b. How long have you worked for Huran Industries? Check one. __1 year or less __2–3 years __4–5 years __6–7 years __more than 7 years c. How does your supervisor usually communicate with you? Check one. __Face-to-face __Email __Instant message __Combination__Other d. How do you prefer to communicate with your supervisor? Check one. __Face-to-face __Email __Instant message __Combination__Other e. How often do you think the supervisors in this company communicate effectively with their subordinates? __Never __Rarely __Sometimes __Frequently __Usually __Always f. How often can you communicate with your supervisor when necessary? __Never __Rarely __Sometimes __Frequently __Usually __Always g. Does your supervisor effectively answer your questions? __Never __Rarely __Sometimes __Frequently __Usually __Always h. Does your supervisor give you helpful feedback? __Never __Rarely __Sometimes __Frequently __Usually __Always i. How does your supervisor deliver reprimands? __Face-to-face __Email __Instant message __Combination__Other j. What suggestions do you have for improving the communication between supervisors and subordinates? Write comments in the space provided. REJ: Please see the section "Collecting and Organizing the Data" for more information.

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Chap_09_BCOM10 74. Answers will vary.

What: A study of the feasibility of a new office location for Hasley's Why: To determine the feasibility of opening an office at a new location in the Southwest When: In one year Where: Southwest United States Who: Managerial and support staff Statement of Purpose: The purpose of this report is to determine the feasibility of opening a new office of Hasley's in the Southwest of the United States in the following year. REJ: Please see the section "Basis for Reports: The Problem-Solving Process" for more information.

75. Answers will vary. A proposal is a written description of how one organization can meet the needs of another; for example, by providing products or services or solving problems. Businesses issue calls for bids that present the specifications for major purchases of goods and certain services. Most governmental and nonprofit agencies issue requests for proposals, or RFPs. Potential suppliers prepare proposal reports telling how they can meet that need.

Those preparing the proposal create a convincing document that will lead to obtaining a contract. REJ: Please see the section "Characteristics of Reports" for more information.

76. Answers will vary. Some of the common errors that seriously hinder the interpretation of data are as

follows: a. Trying, consciously or unconsciously, to make results conform to a prediction or desire b. Hoping for spectacular results c. Attempting to compare when commonality is absent d. Assuming a cause–effect relationship when one does not exist e. Failing to consider important factors f. Basing a conclusion on lack of evidence g. Assuming constancy of human behavior REJ: Please see the section "Arriving at an Answer" for more information.

77. Answers will vary. The following is a list of suggestions for developing an effective questionnaire:

a. Provide brief, easy-to-follow directions. b. Arrange the items in a logical sequence. c. Create an appealing, easy-to-comprehend design. d. Use short items that ask for a single answer to one idea. e. Design questions that are easy to answer and to tabulate. f. Strive to write clear questions that all respondents will interpret in the same way. g. Ask for information that can be recalled readily. h. Provide all possible answer choices on multiple-choice items. i. Ask for factual information whenever possible. j. Decide on an optimal number of choices to place on a ranking scale. k. Avoid questions that might be threatening or awkward to the respondent. l. Consider the advisability of prompting a forced answer.

REJ: Please see the section "Collecting and Organizing the Data" for more information.

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Chap_10_BCOM10 Indicate whether the statement is true or false.

1. An introduction and a brief explanation of a graphic in a report should appear after the graphic is shown. a. True b. False 2. When constructing bar charts, position the bars chronologically or in some other logical order. a. True b. False 3. A line chart is an effective graphic for comparing housing prices in a particular region with housing prices in another region. a. True b. False 4. Arbitrary changes in the design of graphics (e.g., use of colors, typefaces, three-dimensional, or flat designs) within a single organizational report make the report look interesting and hold the readers' attention. a. True b. False 5. As people tend to make comparisons during analysis from a tabulation, the totals are helpful in communicating quantitative information. a. True b. False 6. A pie chart is the best type of graphic aid that can be used to show the percentage of total sales contributed by salesperson for an organization. a. True b. False 7. In the context of effective use of graphics, ample use of color, symbols and art techniques, and unusual combinations of typefaces reduce the impact of the material presented. a. True b. False 8. The use of photographs in annual reports makes it difficult for the general audience to understand complex concepts. a. True b. False 9. When reorganization of units takes place in a business, the organizational charts must be revised. a. True b. False

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Chap_10_BCOM10 10. Visual data can be distorted easily, leading the reader to form incorrect opinions about the data. a. True b. False 11. A graphic that will not fit on the page where it is introduced should be placed in the appendix. a. True b. False 12. When an effective graphic is used in a report, there is no need for additional interpretation and analysis of the data. a. True b. False 13. When preparing a table, if more than one source was used to prepare a visual, superscripts should not be used. a. True b. False 14. Selecting the graphic type that will depict data in the most effective manner is the first decision you must make when preparing presentations. a. True b. False 15. When constructing line charts, the vertical or quantity increments must be the same as the horizontal or time increments so that the line or lines drawn will have reasonable slopes. a. True b. False 16. The use of graphics is generally avoided in reports because they are complicated and difficult to understand. a. True b. False 17. A line chart is similar to an area chart. a. True b. False 18. Grouped bar charts are also called 100% bar charts. a. True b. False 19. When constructing pie charts, label each slice and include information about the quantitative size, such as percentage, dollars, etc., of each slice. a. True b. False

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Chap_10_BCOM10 20. Revisions to organizational charts become complex when prepared using word-processing or graphics software. a. True b. False 21. When tabulating research results, exact statistics rather than rounded off fractions and percentages help paint a clear picture for readers. a. True b. False 22. Graphics must be saved for data that are difficult to communicate in words alone. a. True b. False 23. Common language does not involve the use of indicators or actual counts. a. True b. False 24. Electronic presentations, flip charts, whiteboards, and overhead transparencies are the visual means most often used to accompany presentations. a. True b. False Indicate the answer choice that best completes the statement or answers the question.

25. Identify a true statement about maps. a. They are less concise than written messages. b. They are less confusing than written messages. c. They are less interesting than written messages. d. They are less visual than written messages.

26. Which of the following statements is true of organizational charts? a. They must be revised when businesses change. b. They are difficult to revise if they are prepared using word-processing software. c. They are a form of line charts. d. They make narrative discussions unwieldy.

27. Identify a true statement about the use of graphics. a. Visual data cannot be distorted easily. b. A few pages of graphics can effectively convey several hundred pages of text. c. Use of graphics eliminates the need of reading the text. d. Extreme use of graphics adds to the impact of the material presented.

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Chap_10_BCOM10 28. Which of the following is a guideline you should follow to ensure the effective use of graphics? a. Save graphics for data that can be easily communicated in words. b. Incorporate a wide selection of typefaces and colors while using graphics. c. Use graphics to contribute to the overall understanding of the idea under discussion. d. Make sure the graphics used exceed the text significantly.

29. Angela wants to teach her employees how to handle customer service complaints efficiently. She creates a procedure manual that includes a step-by-step diagram with written instructions. In this case, the graphic used in the procedure manual is a _____. a. bar chart b. flowchart c. pictogram d. pie chart 30. In a written report, if graphics appear before readers have been informed, _____. a. the graphics will reduce clutter and increase readability b. the readers will begin to study the graphics and draw their own inferences c. the readers will take less time to accurately interpret the data d. the graphics will lead to visual distortion 31. Which of the following is a guideline you should follow when constructing pie charts? a. Position the smallest slice or the slice that needs less emphasis at the 12 o'clock position. b. Avoid labeling all the slices. c. While labeling the slices, exclude information about the quantitative size, such as percentage, dollars, of each slice.

d. A legend should be used if it is not possible to place the appropriate labeling information beside each slice.

32. Thomas is preparing a report on the cost of living in the seven most populous cities in the world. He decides to include a graphic that will help his readers compare the cost of living in all the seven cities. In this case, which of the following graphics will best represent the data? a. An organizational chart b. A flowchart c. A bar chart d. The Gantt chart 33. The director of human resources at Perlis Inc., an automobile manufacturing company, wants to chart employee absenteeism over a two-year period. He wants to represent this data graphically. In this scenario, the data will be best represented by a _____. a. flowchart b. pie chart c. line chart d. map

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Chap_10_BCOM10 34. Which of the following is a guideline you should follow for preparing an effective table? a. Avoid using numbers to refer to the table. b. Use titles that compel readers to review the table. c. Indent the second line of a label for the rows two or three spaces. d. Avoid adding source notes and explanatory notes beneath the table.

35. Which of the following is a variation of the bar chart? a. An area chart b. The Gantt chart c. A flowchart d. A pie chart 36. Which of the following statements is true of pie charts? a. They are ineffective in showing percentages. b. They make it easier to understand processes. c. They are ineffective in showing quantitative totals. d. They present data in columns and rows.

37. Madison is preparing a report on war fatalities in three different war zones. She has designed a bar chart that compares the number of fatalities in each war zone and wants to include the bar chart in her report. In this scenario, which of the following guidelines should Madison follow? a. She should insert the bar chart in the report immediately after introducing it and then include an analysis after it. b. She should use more of color highlights and 3D formatting in the bar chart to reduce clutter and increase readability.

c. She should place the interpretation and analysis of the bar chart before it appears in the report. d. She should place the analysis of the bar chart in the references section of the report.

38. For preparing an effective table, you should: a. give the table a title that forces the reader to review the table. b. place a superscript symbol beside an entry that requires additional explanation. c. refer to the table as "the following table" or "the figure on the following page." d. document the source of the data presented by adding source notes above the table.

39. Including a flowchart with written instructions: a. helps illustrate the trends in quantitative data. b. is effective for showing geographic relationships of data. c. minimizes the chance of errors in work tasks. d. helps show quantitative totals or comparisons.

40. One of the purposes of using graphics in a written discussion is to _____ data. a. eliminate b. reinforce c. understate d. decentralize Copyright Cengage Learning. Powered by Cognero.

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Chap_10_BCOM10 41. Linda is preparing a report on the interest rates on loans charged by banks in the United States. In this case, which of the following is an effective talking title for her report? a. Interest Rates on Loans Charged by Banks in the United States b. U.S. Rates of Interest on Loans Charged by Banks from January–April c. U.S. Interest Rates Decreased on Loans Charged by Banks During January–April d. News on Interest Rates on Loans Charged by Banks 42. Logan is compiling data on the sales of video game consoles for four age categories over the last five years. He wants to use a graphic to depict how the four age categories contribute to the total sales every year. In this scenario, _____ will best represent the data. a. a segmented bar chart b. a flow chart c. the Gantt chart d. a scatter plot chart 43. _____ are graphics that can be incorporated into reports. a. Cartoons b. Index cards c. Anecdotes d. Bibliographies 44. Lumeria is a state in Karlinton. The Board of Education of Lumeria is compiling information on the number of high school graduates who attended the state's public universities the previous year. In this case, which of the following graphics will best represent the data? a. A flowchart b. A blueprint c. A table d. A line chart 45. Organizational charts are an example of _____. a. line charts b. flowcharts c. pie charts d. bar charts 46. Which of the following is a suggestion that you should follow for constructing effective bar charts? a. Use gridlines to avoid visual distortion. b. Avoid frills such as 3D formatting. c. Use elaborate labeling for better understanding. d. Avoid positioning the bars chronologically.

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Chap_10_BCOM10 47. Which of the following is true of a talking title? a. It often leads to misinterpretation of information. b. It should be avoided as it takes up too much space and gives a graphic a cluttered look. c. It helps save a manager time in understanding the data in a graphic. d. It includes the same amount of information as a descriptive title.

48. Identify a true statement about communicating quantitative data. a. Proportions or ratios paint a confusing picture for readers. b. When tabulating research results of people's opinions and preferences, statistics should be rounded off to the most accurate decimal point.

c. Common language reduces difficult figures to the common denominators of language and ideas. d. The breakdown of quantitative information reduces the effectiveness of the information.

49. When interpreting and analyzing a graphic, _____. a. avoid placing the graphic after its introduction b. ensure that the graphic follows a dual numbering system in the text c. avoid a mere restatement of what the graphic obviously shows d. use fancy formatting such as 3D 50. In the context of pictograms, the term _____ is specific to interfaces on computers or other electronic devices. a. hologram b. barcode c. icon d. database 51. Julius, a manager in a data analytics company, has assigned five of his team members to a particular project. At the end of every week, he is required to submit a progress report to his supervisor. For this, he needs to create a chart that will allow him to efficiently track his team members' progress by scheduling different activities and plotting the planned and actual hours put into those tasks. In this case, which of the following charts would best fulfill Julius's requirement? a. An area chart b. The Gantt chart c. A flowchart d. The Pournelle chart 52. Illumination Apparel is a fashion retailer chain. In 2001, it opened 126 outlets in different cities. Stacy, a sales manager at Illumination Apparel, has to present the data on the total revenue generated in these 126 outlets in the last 10 years. In this case, which of the following graphics is best suited for Stacy's presentation? a. A photograph b. A pictogram c. A map d. A flowchart

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Chap_10_BCOM10 53. A segmented bar chart is also called a_____. a. surface chart b. stacked bar chart c. clustered bar chart d. cumulative chart 54. Which of the following should you do when interpreting and analyzing a graphic presented within text? a. Restate what the graphic shows. b. Emphasize the main point you are making. c. Include additional graphics to reiterate what the main graphic states. d. List all the statistics presented in the text to emphasize their importance.

55. To avoid visual distortion in a bar chart, _____. a. keep the labeling elaborate b. begin the quantitative axis at one or more than one c. use bars of equal width d. divide the bars into increasing increments 56. Allen is an intern at Changing Lives, a child service organization. He is preparing a pie chart to show how the organization's administrative overhead expenditure is lower than the children's service expenditure. To make the chart easy to understand, Allen should: a. avoid using legends to identify the slices. b. explode the slices that need to be emphasized. c. label only those slices that reflect service programs. d. use 3D-type formatting.

57. Which of the following numbering systems is recommended when incorporating graphs, pictures, and tables in a written report? a. Number the graphs as "Graph 1," and so on, the pictures as "Figure 1," and so on, and the tables as "Table 1," and so on. b. Number the graphs and the pictures as "Figure 1," and so on, and the tables as "Table 1," and so on. c. Number all the graphs, pictures, and tables in a single numbering system—that is, "Figure 1," "Figure 2," and so on. d. Use only Roman numerals while numbering the graphics.

58. _____, a variation of the bar chart, is useful for tracking progress toward completing a series of events over time. a. An area chart b. The Gantt chart c. A flowchart d. A pie chart

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Chap_10_BCOM10 59. Fractions, ratios, and percentages are examples of _____. a. common language b. data distortion c. diverse language d. qualitative interpretation 60. Explain the term graphics. Discuss the purpose of using graphics with a written discussion.

61. List seven graphic aids that can be used for data illustration and interpretation.

62. List and discuss five suggestions related to constructing bar charts.

63. Susan, an accounts manager at Westbrin Inc., has been asked to give a presentation on budgeting to help the employees of the company understand where and how they should spend their money. From the data gathered from her research, she has discovered that typical households spend their income in the following areas: 35% Housing 20% Transportation 20% Food 10% Health care and health insurance 5% Clothing 5% Credit card debt and interest 5% Entertainment Select an appropriate visual that can help Susan represent this information in her presentation, and explain why the visual will be appropriate for the presentation.

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Chap_10_BCOM10 64. Explain the pattern for including graphics in text.

65. Rancorps Inc. conducts a survey of its employees to determine their interest in learning about financial planning.

The given table shows the data of the responses. The results of this survey will be reported to the director of human resources and will be used to develop a financial planning training seminar for the employees.

Personal Development Need

Number

Percentage

Retirement Annuity

128

32

Traditional and Roth IRA

104

26

Mutual Funds

80

20

Internet Stock Trading

52

13

Effective Charitable Giving

36

9

Total

400

100

Write an analysis of this data, and explain the results of the survey. The analysis will be included in the written report that will be sent to the director of human resources.

66. Explain organizational charts.

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Chap_10_BCOM10 67. Discuss some of the important design principles that need to be followed while creating a graphic.

68. List the general guidelines for constructing pie charts.

69. Explain the difference between a talking title and a descriptive title.

70. What is common language? How does common language help professionals manage quantities of data efficiently?

71. Explain why quantitative data from a research study must be condensed into a manageable size before you can interpret it.

72. Discuss the guidelines for interpreting and analyzing a graphic.

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Chap_10_BCOM10 73. The following are poor examples of introductions of graphics. Rewrite each of these sentences to effectively introduce the graphic in the text. Provide any additional information that may be needed. a. Figure 1 shows preferences for shopping locations. b. Figure 1 shows enrollment for software training programs. c. Figure 1 shows the response of managers about working hours. d. Figure 1 shows the breakdown of cell phone users.

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Chap_10_BCOM10 Answer Key 1. False 2. True 3. False 4. False 5. True 6. True 7. True 8. False 9. True 10. True 11. False 12. False 13. False 14. True 15. False 16. False 17. False 18. False 19. True 20. False 21. False 22. True 23. False 24. True 25. b 26. a

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Chap_10_BCOM10 27. b 28. c 29. b 30. b 31. d 32. c 33. c 34. c 35. b 36. c 37. a 38. b 39. c 40. b 41. c 42. a 43. a 44. c 45. b 46. b 47. c 48. c 49. c 50. c 51. b 52. c 53. b 54. b Copyright Cengage Learning. Powered by Cognero.

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Chap_10_BCOM10 55. c 56. b 57. c 58. b 59. a 60. Answers will vary. The term graphics is used to refer to all types of illustrations used in written and

spoken reports. The most commonly used graphics are tables, bar charts, line charts, pie charts, pictograms, maps, flowcharts, diagrams, and photographs. To protect readers from being overwhelmed or simply bored with data, report writers can design visually appealing graphics that are appropriate for the data being presented. Data reported in a table, graph, or picture will make one's written analysis clearer to the reader.

The use of graphics with a written discussion serves three purposes: to clarify, to simplify, or to reinforce data. REJ: Please see the section "Using Graphics" for more information.

61. Answers will vary. The following is a list of graphic aids along with their main purpose:

a. Table: To show exact figures b. Bar chart: To compare one quantity with another, e.g., sales from year to year c. Line chart: To illustrate changes in quantities over time d. Area chart: To show how different factors contribute to a total e. Pie chart: To show how the parts of a whole are distributed f. Map: To show geographic relationships g. Flowchart: To illustrate a step-by-step diagram of a procedure REJ: Please see the section "Types of Graphic Aids" for more information.

62. Answers will vary. A bar chart is an effective graphic for comparing quantities. A few suggestions

related to constructing bar charts are as follows: a. Avoid visual distortion that could exaggerate the data. Begin the quantitative axis at zero, divide the bars into equal increments, and use bars of equal width. b. Position bars chronologically or in some other logical order. c. Use color to convey meaning. For example, use variations in color to distinguish among the bars when the bars represent different data. Avoid large surfaces of bright colors that may be tiring to the audience and detract from the data. d. Avoid fancy formatting such as 3D that makes values more difficult to distinguish. e. Keep the labeling simple to reduce clutter and increase readability. Exclude nonessential information such as data labels, gridlines, and explanatory notes if the meaning is understood. To determine labeling needs, consider the audience's use of the data. Omit actual amounts if a visual estimate is adequate for understanding the relationships presented in the chart. Include the data values above the bars or as a data table for an audience who expects specific data. REJ: Please see the section "Types of Graphic Aids" for more information.

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Chap_10_BCOM10 63. Answers will vary. The given data contain a list of percentages. Susan can use a pie chart to represent this data. Pie charts, like segmented charts and area charts, show how the parts of a whole are distributed. Pie charts are effective for showing parts of a whole, or in other words, percentages. In this case, Susan can enter each percentage in the pie chart. REJ: Please see the section "Types of Graphic Aids" for more information.

64. Answers will vary. Always introduce a graphic in text immediately before the graphic appears. If

graphics appear before readers have been informed, they will begin to study the graphics and draw their own inferences and conclusions. A graphic that follows an introduction and brief explanation will supplement what has been said in the report. Additional interpretation and needed analysis should follow the graphic. A graphic that will not fit on the page where it is introduced should appear at the top of the following page. REJ: Please see the section "Including Graphics in Text" for more information.

65. Answers will vary. The employees of the company were surveyed to determine their interest in learning about financial planning. Respondents were asked to indicate their choice from one of the following five categories: retirement annuities, traditional and Roth IRA, mutual funds, Internet stock trading, and charitable giving. The number of respondents was 400. More than half of the respondents indicated an interest in learning about retirement annuities and traditional and Roth IRAs. Interest in learning about mutual funds was ranked third. Respondents showed little interest in learning about Internet stock trading (13 percent) and charitable giving (9 percent).

The results of this survey indicate that the employees have an interest in learning about financial planning. For these employees, financial training should focus on retirement annuities and IRAs. The training should also include information on mutual funds and should briefly discuss Internet stock trading and charitable giving. REJ: Please see the section "Communicating Quantitative Information" for more information.

66. Answers will vary. Organizational charts are widely used to provide a picture of the authority structure and relationships within an organization. They provide employees with an idea of what their organization looks like in terms of the flow of authority and responsibility. When businesses change (because of new employees or reorganization of units and responsibilities), organizational charts must be revised. Revisions to organizational charts are simple when prepared using word-processing or graphics software. REJ: Please see the section "Types of Graphic Aids" for more information.

67. Answers will vary. The following design principles should be applied to emphasize the key idea in a graphic and spur the reader to think intelligently about it: Chartjunk should be avoided. This term, coined by design expert Edward Tufte, describes decorative distraction that buries relevant data. Extreme use of color, complicated symbols and art techniques, and unusual combinations of typefaces reduce the impact of the material presented.

Develop a consistent design for graphics. Arbitrary changes in the design of graphics (e.g., use of colors, typefaces, three-dimensional, or flat designs) within a written or spoken report can be confusing as the receiver expects consistency in elements within a single report.

Write meaningful titles that reinforce the point that you are making. For example, a receiver can interpret data faster when graphics use a talking title; that is, a title that interprets the data. REJ: Please see the section "Using Graphics" for more information.

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Chap_10_BCOM10 68. Answers will vary. Pie charts, like segmented charts and area charts, show how the parts of a whole

are distributed. Here are some general guidelines for constructing pie charts: a. Position the largest slice or the slice to be emphasized at the 12 o'clock position. Working clockwise, place the other slices in descending order of size or some other logical order of presentation. b. Label each slice and include information about the quantitative size (percentage, dollars, etc.) of each slice. If you are unable to attractively place the appropriate labeling information beside each slice, use a legend to identify each slice. c. Draw attention to one or more slices for desired emphasis. Special effects include exploding the slice(s) to be emphasized (i.e., removing it from immediate contact with the pie) or displaying or printing only the slice(s) to be emphasized. d. Avoid using 3D-type formatting that makes values more difficult to distinguish. REJ: Please see the section "Types of Graphic Aids" for more information.

69. Answers will vary. While using a graphic element, write meaningful titles that reinforce the point you are making. For example, a receiver can interpret data faster when graphics use a talking title; that is, a title that interprets the data.

Consider the usefulness of the following graphic titles for a customer service manager browsing through survey results in preparation for a meeting with top management: Descriptive Title: White-Cell Counts During April Talking Title: White-Cell Count Has Fallen Throughout April The talking title saves a manager time in understanding the data and also ensures the accuracy of his or her interpretation, recommendations, and the content of his or her presentation. Similarly, poor business decisions can be averted if graphic titles reveal key information. REJ: Please see the section "Using Graphics" for more information.

70. Answers will vary. Fractions, ratios, and percentages are examples of common language. In effect,

common language reduces difficult figures to the "common denominators" of language and ideas.

Common language also involves the use of indicators other than actual count or quantity. The Dow Jones Industrial Average provides a measure of stock market performance and is certainly easier to understand than the complete New York Stock Exchange figures. Similarly, oil is counted in barrels rather than in the quart or gallon sizes purchased by consumers. Because of inflation, dollars are not accurate items to use as comparisons from one year to another in certain areas. For example, automobile manufacturers use "automobile units" to represent production changes in the industry.

The important thing for the report writer to remember is that reports are communication media, and everything possible should be done to make sure communication occurs effectively. REJ: Please see the section "Communicating Quantitative Information" for more information.

71. Answers will vary. Before we can interpret quantitative data, the elements must be classified,

summarized, and condensed into a manageable size. This condensed information is meaningful and can be used to answer our research questions. A large accumulation of data is overwhelming until we tabulate the responses for each questionnaire item by manually inputting or compiling responses received through an online survey or optically scanning the responses into a computer. Then, we can apply appropriate statistical analysis techniques to the tabulated data. REJ: Please see the section "Communicating Quantitative Information" for more information.

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Chap_10_BCOM10 72. Answers will vary. When interpreting and analyzing a graphic, avoid a mere restatement of what the

graphic obviously shows. Instead, emphasize the main point you are making. Your analysis may include summary statements about the data, compare information in the figure to information obtained from other sources, or extend the shown data into reasonably supported speculative outcomes. Strive to transition naturally from the discussion of the graphic into the next point you wish to make. REJ: Please see the section "Including Graphics in Text" for more information.

73. Answers will vary. a. Poor: Figure 1 shows preferences for shopping locations. This is a poor introduction because it tells the reader nothing more than the title of the figure.

Improved: About two-thirds of the consumers preferred to shop in suburban areas rather than in the city, as shown in Figure 1. This introduction is a better choice for introducing the figure because it talks about the graphic and also includes introductory phrasing, but only after stressing the main point. b. Poor: Figure 1 shows enrollment for software training programs. This is a poor introduction because it is vague.

Improved: Figure 1 shows that training needs are shifting from word processing applications toward graphics software. This introduction is better because it talks about the graphic and stresses the main point. c. Poor: Figure 1 shows the response of managers about working hours. This is a poor introduction because it is vague.

Improved: Three percent of managers complained of long working hours, as shown in Figure 1. This introduction is better because it talks about the graphic and stresses the main point. d. Poor: Figure 1 shows the breakdown of cell phone users. This is a poor introduction because it is vague.

Improved: Figure 1 shows that more than 80 percent of cell phone users are under the age of 50. This introduction is better because it talks about the graphic and stresses the main point. REJ: Please see the section "Including Graphics in Text" for more information.

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Chap_11_BCOM10 Indicate whether the statement is true or false.

1. Memorandum and email reports are directed to a reader outside an organization. a. True b. False 2. The executive summary of a report is also called an abstract. a. True b. False 3. The table of contents should never be merged with the table of figures on a single page in a formal report. a. True b. False 4. In the context of headings used in a formal report, talking headings convey information about the content of a section, but they do not give a conclusion about the section. a. True b. False 5. In short reports, the organization of subheadings rarely goes beyond third-level headings. a. True b. False 6. In a good report text, a new idea should be introduced in the summary. a. True b. False 7. When writing a formal report, two headings should be placed consecutively without any intervening text. a. True b. False 8. Most work resulting from proposals is covered by a working agreement or contract to avoid discrepancies in the intents of the parties. a. True b. False 9. A periodic report is formatted as a letter because it is prepared for personnel outside an organization and is a brief, formal report. a. True b. False 10. In the report text, the introduction includes an analysis of what the reported information means or how it should be acted upon. a. True b. False

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Chap_11_BCOM10 11. In the context of short reports, forms save time by telling the preparer where to put each item and by preprinting common elements to eliminate the need for narrative writing. a. True b. False 12. When terms that are not widely understood or have specific meanings in a study, their definitions should be written in the term-family-differentiation sequence in the report. a. True b. False 13. A title page is often added when opting for a formal report format rather than a memorandum or letter arrangement. a. True b. False 14. In formal reports, the use of the first-person pronoun "I" is generally acceptable. a. True b. False 15. To enhance your credibility as a researcher, you should incorporate emotional terms in your document. a. True b. False 16. College registration forms, applications for credit, airline tickets, and bank checks are examples of simple form reports. a. True b. False 17. Technizone Consultants decides to send an invitation to other companies to join it in its charity function. In this case, a memorandum report format should be used instead of a letter report format. a. True b. False 18. In the preliminary part of a report, the title page includes only the title of the report. a. True b. False 19. All proposals are written to generate business outside an organization by proposing to meet the needs, and solve problems, of other organizations. a. True b. False

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Chap_11_BCOM10 Indicate the answer choice that best completes the statement or answers the question.

20. Identify a true statement about the content outline of a report. a. Adding page numbers in the contents page will convert it to an outline item. b. It provides written authorization to complete the report. c. An effective content outline contains not more than two Roman numeral sections. d. It is subject to modification as the writer develops the report.

21. Preliminary parts of a report are included to: a. insert supplementary information that supports the report. b. enable the reader to understand the report more easily. c. show that the report is genuine and has not been plagiarized from other sources. d. acknowledge individuals who have helped create the report by providing valuable data.

22. Which of the following best describes an index? a. It is a collection of information, such as questionnaires, that supports a report. b. It is an alphabetical listing of the sources used in preparing a report. c. It is an alphabetical guide to the subject matter in a report. d. It is a short summary of the essential elements in a report.

23. Which of the following is true of form reports? a. They meet the demand for repetitive reports. b. They cannot be used for analytical work. c. They are typically used for special, nonstandard reports. d. They are mostly formal in nature.

24. Which of the following statements is true of the purpose section of a proposal? a. Problem and purpose are often used as interchangeable terms in reports. b. The purpose is included only in the last section of a proposal. c. A proposal should always include the purpose and the scope under the same heading. d. The purpose section avoids including objectives of a measurable nature.

25. In the title page of a report, an effective title should: a. include highlights from the executive summary. b. help the reader interpret the topic adequately. c. be descriptive and comprehensive. d. include phrases such as "A Critical Analysis of..."

26. Which of the following is a preliminary part of a report? a. The body b. The reference section c. The analysis d. The table of figures Copyright Cengage Learning. Powered by Cognero.

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Chap_11_BCOM10 27. Linda, a manager at Addoso Inc., is writing a proposal on how a new work benefit will affect employees' attitude toward their jobs. She places limits on what she proposes to do in her report. In this case, these limitations will be placed under the _____ section of her proposal. a. methods b. scope c. evaluation d. references 28. Which of the following is a guideline for using headings in content outlines? a. Different font styles and colors should be used for headings of the same level. b. First-level headings should contain only one second-level heading. c. All first-level, second-level, and third-level heading should be numbered using Roman numerals. d. All headings of the same level must be treated consistently.

29. Which of the following parts of a report can a word-processing software generate automatically? a. The transmittal b. The table of contents c. The executive summary d. The analysis 30. Preliminary pages are numbered with _____. a. binary numerals b. Arabic numerals c. capital-letter alphabets d. small Roman numerals 31. In the context of writing formal reports, a researcher intending to enhance his credibility must: a. use emotional terms. b. identify assumptions. c. avoid citations. d. avoid labelling opinions.

32. The preliminary part of a report might include _____. a. the appendix b. a half-title page c. an analysis d. the introduction 33. Which of the following statements is true of the table of contents? a. It provides an analytical overview of a report and the order in which information is presented. b. It summarizes the essential elements in an entire report. c. It includes the title, author, date, and the name of the person or organization who requested the report. d. It includes the name and location of the report parts that precede the contents page.

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Chap_11_BCOM10 34. Which of the following is an addenda item of a proposal? a. Limitations of the proposal b. Letters of recommendation c. A time schedule for implementation of the project d. Purpose of the study 35. Identify a true statement about the appendix of a report. a. If the report contains more than one appendix, each must be labeled with Arabic numerals. b. Placing supplementary material in an appendix makes the report body excessively long. c. Each item included in the appendix must be mentioned in the report. d. The appendix is a section of the preliminary part of the report.

36. Afia, a manager at Federal Consulting, is preparing a report to systematically explain the processes involved in the quality check of an automobile production plant. A portion of the body of the report reads: "First, the quality analysts will determine the quality of the automobiles manufactured. Next, they will detect the faults. Then, they will provide feedback to the employees for continuous improvements." In this scenario, which of the following coherence techniques are used in the body of the report? a. Contrast connectors b. Time connectors c. Similarity connectors d. Cause-and-effect connectors 37. Which of the following suggestions should you follow when writing a formal report? a. Use tense consistently. b. Opt for first-person pronouns as a rule. c. Avoid using transition sentences between separate sections. d. Avoid using active voice.

38. Which of the following is an example of a form report? a. A request for proposal b. A justification report c. An annual report d. A bank check 39. Which of the following statements is true of an appendix of a report? a. It contains supplementary information that supports the report but is not appropriate for inclusion in the report itself.

b. It provides a preview of how the topic is divided into parts and the order in which the parts will be presented. c. A report cannot contain more than one appendix. d. Placing supplementary material in an appendix makes the report body excessively long.

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Chap_11_BCOM10 40. The software team at Sephra Corp. has designed a new software that will reduce the time to detect error by 50 percent. In an internal report, the head of the software team explains the difference between the new software and the existing software as follows: "A new software for error detection has been developed. Although the previous error detection software was effective, it was not user-friendly. On the other hand, the new software is simple and does not require any training." In this scenario, which of the following coherence techniques is used in the body of the report? a. Contrast connectors b. Time connectors c. Similarity connectors d. Cause-and-effect connectors 41. Which of the following statements best defines a justification report? a. It is a report designed to solve a specific problem or answer research questions. b. It is a report that includes only the minimum supporting materials to achieve effective communication. c. It is a report that outlines comparative information clearly to the reader. d. It is a report that meets the demand for numerous, repetitive reports.

42. Which of the following statements is true of the references section of a formal report? a. The references section is a part of the report text. b. If a report includes endnotes rather than in-text parenthetical citations, the endnotes precede the references. c. Using word-processing software to create footnotes and endnotes increases the chances of introducing errors in the report.

d. The references section includes questionnaires and accompanying transmittal letters, summary tabulations, and verbatim comments from respondents.

43. Derek is assigned the task of writing a short report on his study of the behavior of the employees in his organization toward their customers in the previous year. The audience for the report is the management of the company. In this case, which of the following formats should Derek use? a. A letter format b. A memorandum format c. A form report d. A proposal format 44. Karen, a software engineer, finds out that some of the laptops that his colleagues are using for software testing have been infected by a type of virus that has slowed down their work to a large extent. Karen writes a report with a solution to the problem and presents it to her manager. This type of report is an example of a(n) _____. a. justification report b. letter report c. external proposal d. unsolicited proposal

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Chap_11_BCOM10 45. Rozell & Ramos Associates invites proposals for renovating its infrastructure. The firm will place order with the company that offers the most desirable proposal. This proposal type is an example of a(n) _____. a. research proposal b. solicited proposal c. unsolicited proposal d. renewal proposal 46. Which of the following methods improves the transition from one sentence to the next in a formal report? a. Using tabulations and enumerations b. Using active voice c. Avoiding first-person pronouns d. Repeating words 47. Which of the following statements best defines an analytical report? a. It is a type of report designed to solve a specific problem or answer research questions. b. It is a type of report that begins with an analysis. c. It is a type of a form report. d. It is constructed to include materials that are not appropriate to be included in the report itself.

48. Which of the following is an accurate statement about the addenda to a report? a. Addenda parts start with a new numbering system rather than continuing with the same numbering used in the body. b. The addenda consists of three parts: the introduction, the body, and the table of contents. c. Addenda parts contain information about the scope and limitation of the research. d. The addenda may include materials used in the research that are not appropriate to be included in the report itself.

49. Which of the following is an accurate statement about a proposal? a. Presenting the qualification of personnel involved in the proposal is irrelevant. b. The summary is always at the end of the proposal. c. Page design features add to the effectiveness of the proposal. d. Methodologies should be kept vague to protect trade secrets.

50. Which of the following best describes the role of the executive summary in a formal report? a. It aids the reader in locating a specific graphic in the report. b. It contains supplementary information that supports the report but is not appropriate for inclusion in the report itself.

c. It is a part of the report text. d. It simplifies the reader's understanding of the long report.

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Chap_11_BCOM10 51. Identify a true statement about short reports. a. They might incorporate graphics to reinforce the written text. b. They cannot be directed to a reader outside an organization. c. They do not use headings or subheadings. d. They focus on the executive summary rather than the body.

52. Short reports focus on the _____ of the reports. a. body b. index c. bibliography d. executive summary 53. Which of the following statements is true of a proposal structure? a. The format of a proposal is independent of the length of the proposal. b. Long proposals use a memo format. c. Proposals do not include preliminary report parts. d. Proposals include the price to be charged or the costs to be incurred.

54. In the context of the parts of a formal report, which of the following best describes a transmittal of a report? a. It orients the reader to the topic and previews the major divisions. b. It provides an overview of the report and the order in which information will be presented. c. It presents the report to the reader and summarizes the main points or analysis. d. It includes an alphabetical guide to the subjects in the report.

55. The structure of a proposal: a. does not include the purpose as a separate heading. b. does not include the budget of a project. c. is usually designed to be in the email format. d. includes details about the manner in which a problem is solved.

56. The references section of a formal report is also called: a. the "table of contents." b. "works cited." c. a "précis." d. an "abstract."

57. Discuss the process involved in the preparation of a proposal.

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Chap_11_BCOM10 58. Write a brief note on the follow-up section of a proposal.

59. Differentiate between a solicited proposal and an unsolicited proposal.

60. Explain an executive summary as a preliminary part. Read and analyze the following executive summary of a report written on the implementation of a secure intranet.

Braden Inc., a small but growing manufacturing business, has been operating in Indianapolis, Indiana, for ten years. Darren Russell, the president, considered the implementation of a website for the company. He had concerns about the cost to create and maintain an effective site. Russell established a team to study the possibility of setting up a company website at an affordable cost.

The team conducted research using primary and secondary research methods. Current literature was examined, and a survey was conducted through a Chamber of Commerce membership list of 50 small business owners of various companies in the metropolitan area that had a company website.

The report discussed the following topics related to the initiation of a company website: (1) benefits to be gained, (2) challenges in development and maintenance, (3) projected costs, and (4) guidelines for getting started.

Detailed conclusions of the study can be found in the full report.

The study concluded that intranets have become extremely popular because of the various benefits they offer.

Potential problems of intranets can be addressed with recommended security measures. Braden Inc. should proceed with plans to establish a secure intranet.

61. Explain how outlining helps build a formal report.

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Chap_11_BCOM10 62. Differentiate between an internal proposal and an external proposal.

63. List the ways to enhance credibility as a researcher.

64. Explain the types of short reports.

65. What is the addenda to a report? Explain its different components.

66. What are form reports? Explain the benefits of form reports.

67. Explain the different formats of a proposal. List the general parts of a proposal and explain any two parts in detail.

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Chap_11_BCOM10 68. The following headings for two reports are not parallel and will not be effective points in a basic outline. Rewrite the headings to make them parallel talking heads. Then, develop a basic outline with a heading for each factor based on the revised talking heads.

Report 1: Organize Your Finances; Budget; Insurance is Important; You Need a Will; Emergency Savings is Necessary Report 2: Healthy Food is Good for You; Get Regular Exercise; Stress Reduction

69. Perlis Inc. has been asked by Salont Corporation to conduct a green audit of the company's environmental practices. Write a short report in the expanded letter format detailing the findings and recommendations of the green audit.

70. Discuss the functions of any two preliminary parts of a report.

71. Explain the components of report text.

72. Explain the importance of headings. How do they relate to outlines?

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Chap_11_BCOM10 Answer Key 1. False 2. True 3. False 4. False 5. True 6. False 7. False 8. True 9. False 10. False 11. True 12. True 13. True 14. False 15. False 16. True 17. False 18. False 19. False 20. d 21. b 22. c 23. a 24. a 25. c 26. d

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Chap_11_BCOM10 27. b 28. d 29. b 30. d 31. b 32. b 33. a 34. b 35. c 36. b 37. a 38. d 39. a 40. a 41. c 42. b 43. b 44. d 45. b 46. a 47. a 48. d 49. c 50. d 51. a 52. a 53. d 54. c Copyright Cengage Learning. Powered by Cognero.

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Chap_11_BCOM10 55. d 56. b 57. Answers will vary. Writers have much flexibility when preparing proposals. When they find a particular pattern that seems to be successful, they no doubt will adopt it as their basic plan. The ultimate test of a proposal is its effectiveness in achieving its purpose. The task is to assemble the parts of a proposal in a way that persuades the reader to accept it.

As with most report writing, a writer must first prepare the pieces of information that he or she will assemble later as the "whole" report, and then determine the parts to include, select one part that will be easy to prepare and do so, and then go on to another. When the writer has completed the parts, he or she can arrange them in whatever order they like, incorporate the transitional items necessary to create coherence, and then put the proposal in finished form. The writer must allow adequate time after completing the research and writing for proofreading and editing. Figures should be checked carefully for accuracy, because underreporting costs can lead to a financial loss if the proposal is accepted, and over reporting costs may lead to refusal of the proposal.

If the writer becomes part of a collaborative writing team producing a proposal of major size, he or she will probably be responsible for writing only a small portion of the total proposal. After the group brainstorms and plans the proposal, a project director delegates responsibility for the research and origination of particular sections of the proposal. Finally, one person compiles all the sections, creates many of the preliminary and addenda parts, and then produces and distributes the final product. REJ: Please see the section "Proposals" for more information.

58. Answers will vary. Although an entire proposal is devoted to convincing the reader of its merit, clients are frequently concerned about what will happen when the proposed work or service is completed. Will you return to make certain your work is satisfactory? Can you adjust your method of research as times change? If a party does not propose to conduct a study, it should not promise more than it can deliver. Not all funded research proves to be successful. If a party proposes to prepare a study in the area of expertise of the client's firm, it may be more confident. A public accounting firm's proposal to audit a company's records need not be modest. The accountant follows certain audit functions that are prescribed by the profession. However, a proposal that involves providing psychological services probably warrants a thoughtful follow-up program to evaluate the service. REJ: Please see the section "Proposals" for more information.

59. Answers will vary. Solicited proposals are invited and initiated when a potential customer or client

submits exact specifications or needs in a bid request or a request for proposal, commonly referred to as an RFP. Governmental agencies such as the Department of Education solicit proposals and place orders and contracts based on the most desirable proposal. The bid request or RFP describes a problem to be solved and invites respondents to describe their proposed solutions.

An unsolicited proposal is prepared by an individual or firm who sees a problem to be solved and submits a solution. For example, a business consultant is a regular customer of a family-owned retail store. On numerous occasions she has attempted to purchase an item that was out of stock.

Recognizing that stock shortages decrease sales and profits, she prepares a proposal to assist the business in designing a computerized perpetual inventory with an automatic reordering system.

For the business to accept the proposal, the consultant must convince the business that the resulting increase in sales and profits will more than offset the cost of the computer system and the consulting fee. REJ: Please see the section "Proposals" for more information.

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Chap_11_BCOM10 60. Answers will vary. The executive summary (also called the abstract, overview, or précis) summarizes the essential elements in an entire report. This overview simplifies the reader's understanding of a long report and is positioned before the first page of the report. The executive summary presents the report in miniature: the introduction, body, and summary as well as any conclusions and recommendations. Thus, an executive summary should (1) introduce briefly the report and preview the major divisions, (2) summarize the major sections of the report, and (3) summarize the report summary and any conclusions and recommendations. Pay special attention to topic sentences and to concluding sentences in paragraphs or within sections of reports. This technique helps you write concise executive summaries based on major ideas and reduces the use of supporting details and background information.

This executive summary provides a background and explains the problem leading to the need for the study. It presents the purpose of the study and identifies the person authorizing it. The methods used to solve the problem are described, but more could be said about the types of secondary sources used. Major sections of the report are mentioned, but the findings are very brief. The conclusions and recommendations should have been included more specifically. The writing style is succinct and appropriate for the purpose. REJ: Please see the section "Parts of a Formal Report" for more information.

61. Answers will vary. The content outline serves as a framework on which to build the report. In the development of the outline, the writer identifies the major and minor points that are to be covered and organizes them into a logical sequence. Outlining is an essential prerequisite to writing the report. The outline is a planning document and is thus subject to modification as the writer develops the report.

Developing an outline requires the writer to think about the information to be presented and how it can best be organized for the clear understanding of the reader. REJ: Please see the section "Organization of Formal Reports" for more information.

62. Answers will vary. Managers prepare internal proposals to justify or recommend purchases or

changes in the company; for instance, installing a new computer system, introducing telecommuting or other flexible work schedules, or reorganizing the company into work groups.

An external proposal is a written description of how one organization can meet the needs of another by, for example, providing products or services. Written to generate business, external proposals are a critical part of the successful operation of many companies. REJ: Please see the section "Proposals" for more information.

63. Answers will vary. Readers are more likely to accept your research as valid and reliable if you have

designed the research effectively and collected, interpreted, and presented the data in an objective, unbiased manner. The following writing suggestions will enhance your credibility as a researcher: a. Avoid emotional terms: "The program was fantastic" does not convince anyone. However, "The program saw an increase of 18 percent over that of the previous year" does convince. b. Identify assumptions: Assumptions are things or conditions that are taken for granted. However, when you make an assumption, state that clearly. Statements such as "Assuming all other factors remain the same …" inform the reader of important assumptions. c. Label opinions: Facts are preferred over opinion, but sometimes the opinion of a recognized professional is the closest thing to fact. "In the opinion of legal counsel …" lends conviction to the statement that follows and lends credence to the integrity of the writer. d. Use documentation: Citations and references (works cited) are evidence of the writer's scholarship and honesty. These methods acknowledge the use of secondary material in the research. REJ: Please see the section "Choosing a Writing Style for Formal Reports" for more information.

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Chap_11_BCOM10 64. Answers will vary. Short reports incorporate many of the same organizational strategies as long

reports.

Short reports are often written in memorandum, email, or letter format. The memorandum report is directed to an organizational insider, as are most email reports. The letter report is directed to a reader outside the organization. The periodic report is formatted as a memorandum because it is prepared for personnel within the organization and is a brief, informal report.

Form reports meet the demand for numerous, repetitive reports. College registration forms, applications for credit, airline tickets, and bank checks are examples of simple form reports. REJ: Please see the section "Short Reports" for more information.

65. Answers will vary. The addenda to a report may include materials used in the research that are not appropriate to be included in the report itself. The three basic addenda parts are the references, appendixes, and index. Addenda parts continue with the same page numbering system used in the body of the report.

References: The references section is an alphabetical listing of the sources used in preparing the report. Because the writer may be influenced by any information consulted, some reference manuals require all sources consulted to be included in the reference list. When the reference list includes sources not cited in the report, it is referred to as a bibliography or a list of works consulted. If a report includes endnotes rather than in-text parenthetical citations (author and date within the text), the endnotes precede the references. Using word-processing software to create footnotes and endnotes reduces much of the effort of preparing accurate documentation.

Appendix: An appendix contains supplementary information that supports the report but is not appropriate for inclusion in the report itself. This information may include questionnaires and accompanying transmittal letters, summary tabulations, verbatim comments from respondents, complex mathematical computations and formulas, legal documents, and a variety of items the writer presents to support the body of the report and the quality of the research.

Placing supplementary material in an appendix helps prevent the report body from becoming excessively long.

If the report contains more than one appendix, label each with a capital letter and a title. For example, the two appendices (or appendixes) in a report could be identified as follows: Appendix A: Employee Benefits Survey Appendix B: Results of Employee Benefits Survey Each item included in the appendix must be mentioned in the report. A reference within the report to the two appendixes mentioned in the previous example might appear as follows: The survey (Appendix A) was distributed to employees on May 4, 2015. The tabulated results (Appendix B) were delivered to management on June 1.

Index: The index is an alphabetical guide to the subject matter in a report. The subject and each page number on which the subject appears are listed. Word-processing software can generate the index automatically. Each time a new draft is prepared, a new index with revised terms and correct page numbers can be generated quickly and easily.

REJ: Please see the section "Parts of a Formal Report" for more information.

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Chap_11_BCOM10 66. Answers will vary. Form reports meet the demand for numerous, repetitive reports. College

registration forms, applications for credit, airline tickets, and bank checks are examples of simple form reports. Form reports have the following benefits: a. When designed properly, form reports increase clerical accuracy by providing designated places for specific items. b. Forms save time by telling the preparer where to put each item and by preprinting common elements to eliminate the need for narrative writing. c. In addition to their advantages of accuracy and saving time, forms make tabulation of data relatively simple. The value of the form is uniformity.

Most form reports, such as a bank teller's cash sheet, are informational. At the end of the teller's work period, cash is counted and totals are entered in designated blanks. Cash reports from all tellers are then totaled to arrive at period totals and perhaps to be verified by computer records.

In addition to their informational purpose, form reports assist in analytical work. A residential appraisal report assists real estate appraisers in analyzing real property. With this information, the appraiser is able to determine the market value of a specific piece of property.

Many form reports are computer generated. For example, an automated hospital admission process expedites the repetitive patient reports that must be created. The admission clerk inputs the patient information using the carefully designed input screen. If the patient has been admitted previously, the patient's name, address, and telephone number are displayed automatically for the clerk to verify.

When the clerk inputs the patient's date of birth, the computer calculates the patient's age, eliminating the need to ask a potentially sensitive question and ensuring accuracy when patients cannot remember their ages. All data are stored in a computer file and retrieved as needed to generate numerous reports required during a patient's stay, such as the admissions summary sheet, admissions report, pharmacy profile, and even the addressograph used to stamp each page of the patient's record and the identification arm band. Using the computer to prepare each report in the previous example leads to higher efficiency levels and minimizes errors because recurring data are entered only once. Preparing error-free form reports is a critical public relations tool because even minor clerical errors may cause patients or customers to question the organization's ability to deliver quality service. REJ: Please see the section "Short Reports" for more information.

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Chap_11_BCOM10 67. Answers will vary. A proposal includes (1) details about the manner in which a problem will be solved and (2) the price to be charged or costs to be incurred. Often the proposal is a lengthy report designed to "sell" a prospective buyer on the ability of a bidder to perform. However, a simple price quotation also constitutes a proposal in response to a request for a price quotation.

The format of a proposal depends on the length of the proposal and the intended audience: A proposal uses a memo or email format when the length is short and remains within the organization. It uses a letter report format when the length is short and travels outside the organization. It takes a formal report format when it is long and either remains within the organization or travels outside the organization.

Most work resulting from proposals is covered by a working agreement or contract to avoid discrepancies in the intents of the parties. In some cases, for example, users of outside consultants insist that each consultant be covered by a sizable general personal liability insurance policy that also insures the company. Many large firms and governmental organizations use highly structured procedures to ensure understanding of contract terms.

The following general parts, or variations of them, might appear as headings in a proposal: (1) Problem or Purpose, (2) Scope, (3) Methods or Procedures, (4) Materials and Equipment, (5) Qualifications, (6) Follow-Up and/or Evaluation, (7) Budget or Costs, (8) Summary, and (9) Addenda. In addition to these parts, a proposal might include preliminary report parts such as the title page, transmittal message, and contents, as well as addenda parts such as references, appendix, and index.

Problem and/or Purpose: Problem and purpose are often used as interchangeable terms in reports. The purpose of the proposal may be listed as a separate heading (in addition to "Problem") when the proposal intends to include objectives of a measurable nature. When you list objectives such as "To reduce overall expenses for compensation management by 10 percent," attempt to list measurable and attainable objectives, and list only enough to accomplish the purpose of selling your proposal. Many proposals are rejected simply because writers promise more than they can actually deliver.

Scope: When determining the scope of your proposal, you can place limits on what you propose to do or on what the material or equipment you sell can accomplish. The term scope need not necessarily be the only heading for this section. "Areas Served," "Limitations to the Study," and "Where (specify topic) Can Be Used" are examples of headings that describe the scope of a proposal. REJ: Please see the section "Proposals" for more information.

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Chap_11_BCOM10 68. Answers will vary.

Report 1: Talking Heads: Organize Your Finances; Create a Budget; Update Your Insurance; Write Your Will; Build an Emergency Fund Outline: Organizing Your Finances I. Introduction II. Get Your Finances in Order A. Organize Your Finances B. Create a Budget C. Update Your Insurance D. Write Your Will E. Build an Emergency Fund III. Conclusion: Develop a Five-Step Strategy to Organize Your Finances Report 2: Talking Heads: Eat Healthy Food; Exercise Regularly; Reduce Stress Outline: Basic Steps to a Healthy Life I. Introduction II. Live Longer A. Eat Healthy Food B. Exercise Regularly C. Reduce Stress III. Conclusion: You Can Live Longer with a Healthy Lifestyle REJ: Please see the section "Organization of Formal Reports" for more information.

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Chap_11_BCOM10 69. Answers will vary.

March 4, 2016 Miriam Kaiser, C.E.O. Salont Corporation 132, Maynard Avenue Olympia, WA, 49625 Dear Ms. Kaiser: Findings and Recommendations of the Green Audit We, at Perlis Inc., have indeed found it a pleasure to work with you and your team for the last two weeks at the Salont Corporation. Environmental friendly practices are now synonymous with competitive advantage and translate into an effective promotional strategy. This report looks at the state of these practices in your organization both practically and culturally.

Results: Finding 1: The Salont Corporation continues to use office lighting containing high amounts of chemical pollutants in order to save on overhead.

Finding 2: Reuse and recycle policies, though in place, are not followed both at the company cafeteria and in the work space.

Finding 3: The majority of Salont employees commute to work via personal transportation.

In summary, a few minor policy implementations at the Salont Corporation can assist the organization to become environmentally friendly.

Recommendations: Recommendation 1: Make use of natural lighting with skylights and larger windows. Make the transition to environment-friendly office lighting equipment. Dispose the existing lighting through safe incineration.

Recommendation 2: Send reminders to employees about reusing and recycling. Make use of signage in the office space and cafeteria. Monthly reports can be made available to check the company's overall progress.

Recommendation 3: Encourage the use of carpools and public transportation. Start a company bus service.

Perlis Inc. would be more than willing to help Salont Corporation as it seeks to implement these cost-effective and simple recommendations. We are available for any follow-up as might be needed.

Sincerely, Todd Ventura Client Solutions Manager REJ: Please see the section "Short Reports" for more information.

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Chap_11_BCOM10 70. Answers will vary. Preliminary parts are included to add formality to a report, emphasize report

content, and aid the reader in locating information in the report quickly and in understanding the report more easily. These parts might include a half-title page, title page, authorization, transmittal, table of contents, table of figures, and executive summary. The title page and table of contents are described below.

Title page: The title page includes the title, author, date, and often the name of the person or organization who requested the report. A title page is often added when opting for a formal report format rather than a memorandum or letter arrangement. The selected title should be descriptive and comprehensive; its words should reflect the content of the report. Avoid short, vague titles or excessively long titles. Instead, use concise wording to identify the topic adequately. Follow company procedures or a style manual to place the title attractively on the page. Arrange the title consistently on the half-title page, title page, and the first page of a report.

Table of contents: The table of contents provides the reader with an analytical overview of the report and the order in which information is presented. Thus, this preliminary part aids the reader in understanding the report and in locating a specific section of it. The list includes the name and location (beginning page number) of every report part except those that precede the contents page.

Include the list of figures and the transmittal, executive summary, report headings, references, appendixes, and index. Placing spaced periods (leaders) between the report part and the page numbers helps lead the reader's eyes to the appropriate page number. REJ: Please see the section "Parts of a Formal Report" for more information.

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Chap_11_BCOM10 71. Answers will vary. A report itself contains the introduction, body, summary, and any conclusions and recommendations.

Report pages are numbered with Arabic numerals (1, 2, 3, etc.).

Introduction: The introduction orients the reader to the problem. It may include the following information: a. What the topic is b. Why it is being reported on c. The scope and limitations of the research d. Where the information came from e. An explanation of special terminology f. A preview of the major sections of the report to provide coherence and transitions: How the topic is divided into parts The order in which the parts will be presented Body: The body, often called the heart of the report, presents the information collected and relates it to the problem.

To increase readability and coherence, this section contains numerous headings to denote the various divisions within a report.

Analysis: A good report ends with an analysis of what the reported information means or how it should be acted upon.

An informational report ends with a brief summary that adds unity to a report by reviewing the main points presented in the body. A summary includes only material that is discussed in a report. Introducing a new idea in the summary may suggest that the study was not completed adequately or that the writer did not plan the report well before beginning to write. An analytical report is designed to solve a specific problem or answer research questions. It will end with an "analysis," which may include a summary of the major research findings, particularly if the report is lengthy. Reviewing the major findings prepares the reader for the conclusions, which are inferences the writer draws from the findings. If required by the person/organization authorizing the report, recommendations follow the conclusions. Recommendations present the writer's opinion on a possible course of action based on the conclusions.

For a long report, the writer may place the summary, the conclusions, and the recommendations in three separate sections or in one section referred to as analysis. For shorter reports, all three sections are often combined. REJ: Please see the section "Parts of a Formal Report" for more information.

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Chap_11_BCOM10 72. Answers will vary. Headings are signposts informing readers about what text is ahead. Headings take their positions from their relative importance in a complete outline. For example, in a Roman numeral outline, "I" is a first-level heading, "A" is a second-level heading, and "1" is a third-level heading: I. First-Level Heading A. Second-Level Heading B. Second-Level Heading 1. Third-Level Heading 2. Third-Level Heading II. First-Level Heading Two important points about the use of headings also relate to outlines: a. Because second-level headings are subdivisions of first-level headings, you should have at least two subdivisions (A and B). Otherwise, the first-level heading cannot be divided—something divides into at least two parts, or it is not divisible. Thus, in an outline, you must have a "B" subsection if you have an "A" subsection following a Roman numeral, or you should have no subsections. The same logic applies to the use of third-level headings following second-level headings. b. All headings of the same level must be treated consistently. Consistent elements include the physical position on the page, appearance (type style, underline), and grammatical construction. For instance, if Point A is worded as a noun phrase, Point B should be worded in the same manner. Or if Point I is a complete sentence, Points II and III should also be worded as sentences.

Always identify the format specified by the documentation style you are using and follow it consistently. Develop fourth- and fifth-level headings simply by using boldface, underline, and varying fonts. In short reports, however, organization rarely goes beyond third-level headings; thoughtful organization can limit excessive heading levels in formal reports. REJ: Please see the section "Organization of Formal Reports" for more information.

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Chap_12_BCOM10 Indicate whether the statement is true or false.

1. According to experts, team presentations usually fail because presenters resist the sure-to-fail strategy of "winging" a team presentation rather than taking the time to do it correctly. a. True b. False 2. Spoken communication is more difficult to process than written communication. a. True b. False 3. Stand-alone presentations designed specifically for Web delivery require unique design strategies to compensate for the absence of a speaker. a. True b. False 4. When speaking to a culturally diverse audience, it is better to use sophisticated vocabulary. a. True b. False 5. An inherent problem related to speaking rate is verbal fillers. a. True b. False 6. When preparing for a team presentation, the team as a whole should plan the team presentation using the same process used for an individual presentation. a. True b. False 7. Presentations must not be used to deliver bad news to a large audience. a. True b. False 8. Use capital letters sparingly in the presentation slide titles as they are difficult to read from a distance. a. True b. False 9. A way to use your visuals effectively is to read the visuals line for line rather than paraphrasing them. a. True b. False 10. A presenter should not paraphrase questions asked by the audience members about the presentation as it communicates a lack of confidence. a. True b. False

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Chap_12_BCOM10 11. Multimedia is content that uses a combination of different forms such as text, audio, images, animation, video, and interactive content. a. True b. False 12. Pleasant voices have high pitch. a. True b. False 13. Rules of business etiquette remain the same for all cultures. a. True b. False 14. Useful concluding techniques for a presentation include summarizing the main points that have been made in the presentation and using anecdotes, humor, and illustrations. a. True b. False 15. The communication objective in any crisis management strategy should depend upon the stage of the crisis. a. True b. False 16. In the context of the types of disasters, normal accidents occur because of deliberate action, such as bombings, kidnappings, cyber attacks, and other types of sabotage. a. True b. False 17. Arabic audiences tend to prefer directness, with the main idea presented first. a. True b. False 18. In a presentation, the conclusion should be the most memorable bit of information or the best anecdote. a. True b. False 19. A standard presentation strategy is needed for audiences who think and make decisions differently. a. True b. False 20. Make every statement in a presentation a major point in order to avoid overwhelming and boring your audience. a. True b. False

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Chap_12_BCOM10 21. The first step in the process for planning presentations is to adapt a message to the audience's needs and concerns. a. True b. False 22. Distance delivery formats are appropriate for persuasive or problem-solving meetings where no relationship has been established among the participants. a. True b. False 23. Revealing the presentation plan in the introduction will help the audience understand how the parts of the body are tied together to support the purpose statement. a. True b. False 24. To make a presentation effective, fade out at the end. a. True b. False 25. The use of jargon and technical terms makes a presentation effective. a. True b. False Indicate the answer choice that best completes the statement or answers the question.

26. Phil had to deliver a speech at a religious ceremony. He wrote out the detailed speech a month before the ceremony and learned the entire speech. During the ceremony, he recited it verbatim. In this scenario, which of the following presentation styles did Phil use? a. The manuscript presentation style b. The extemporaneous presentation style c. The memorized presentation style d. The impromptu presentation style 27. In the context of phonation, the speed at which words are spoken is called _____. a. pitch b. rate c. dialect d. tone

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Chap_12_BCOM10 28. In the context of delivering presentations to culturally diverse audiences, which of the following is a difference between North American and Latin American audiences? a. Latin Americans are not time conscious, whereas North Americans see time as money. b. North Americans believe that personal relationships are the basis of business dealings, whereas Latin Americans do not believe in this association. c. North Americans do not prefer direct eye contact, whereas Latin Americans appreciate it. d. Latin Americans prefer directness, whereas North Americans consider a straightforward approach tactless and rude.

29. Which of the following is true of the cultural context in public speaking? a. In the United States, the Blackfeet hold that everyone in the community is on equal footing and thus has the opportunity to speak. b. African speeches are one-point speeches with a great deal of supporting material. c. Non-Western ways of speaking in public emphasize the individuality of the speaker over community. d. In non-Western speech communities, "speakers" and "audiences" are on a relatively equal footing in terms of social status.

30. Which of the following is true of the audience of presentations? a. Presentations are most effective when the presenters presume to know their audience. b. Audiences generally tend to be out of tune with the speaker. c. Audiences usually react negatively to bad news when there is an organizational representative present. d. Audiences from varied cultures have varied expectations regarding public-speaking norms.

31. Identify an environmental factor that affects a presentation. a. The presenter's confidence in delivering presentations b. The audience's experience with the topic c. The importance of the topic to the audience d. The time permitted to the presenter 32. At a project completion meeting, Alex, an employee at Salont Technologies, was called on without a prior notice to present the methods used for completing the project successfully. Being an experienced speaker, he easily analyzed the request and delivered a simple, yet effective presentation. In this scenario, which of the following presentation styles did Alex use? a. The manuscript presentation style b. The extemporaneous presentation style c. The memorized presentation style d. The impromptu presentation style

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Chap_12_BCOM10 33. Which of the following is a guideline you should follow for distributing handouts? a. Avoid distributing handouts when "docu-points" are used. b. Distribute handouts only at the end of the presentation. c. If the handout is intended as resource material only, avoid posting the handout to a web page or making it available to the audience. d. If you expect the audience to take notes directly on the handout, distribute the handout before the presentation begins.

34. Which of the following should be followed in the body of a presentation? a. Use every statement as a major point to make the presentation memorable. b. Use varied vocabulary and long sentences to make the presentation conversational. c. Use jargon and technical terms to make the presentation more interesting. d. Use comments made by other authorities to establish credibility.

35. When it appears a crisis is imminent in an organization, the crisis management strategy should: a. provide internalizing information to build a positive public opinion toward the organization. b. shift from internalizing messages to instructing messages that tell the public how to respond to the crisis. c. intensify so that the affected publics know what to do. d. shift to adjusting messages intended to help people cope with the effects of the crisis.

36. In the context of delivering a presentation, which of the following is true of vocal qualities? a. Verbal fillers better the style of a speech. b. Pleasant voices have high pitch. c. A varied pitch pattern is desirable during presentations. d. A fast rate of speech is required when presenting a complex concept.

37. During the launch ceremony of a newly designed automobile, Jacob, a manager at Addoso Automobiles, says, "I was workin' in dis project for a very long time. I'm sure people are gonna like it." In this case, which of the following statements is true? a. Jacob has used excessive jargon. b. Jacob has a varied pitch pattern. c. Jacob has faulty articulation. d. Jacob has used verbal fillers.

38. Which of the following is a guideline you should follow when speaking to culturally diverse audiences? a. Adapt to subtle differences in nonverbal communication. b. Use humor extensively. c. Use jargon and figurative expressions. d. Jot ideas on a flip chart rather than using highly professional visuals.

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Chap_12_BCOM10 39. Which of the following should be followed when organizing the content for a presentation? a. The presenter should not begin with an outline of the presentation contents. b. The presenter should either write a script or work from a report. c. The presenter should understand that oral presentations are not different from written messages in terms of the kind of goals they achieve. d. The presenter should start planning as if he or she was developing an entirely new message even if the presentation is based on written material.

40. Which of the following is true of presentations? a. They provide an opportunity to establish rapport with the receivers of the message. b. They are effective when they include varied vocabulary and long sentences. c. They should not be used to deliver bad news to a large audience. d. They should be used as a follow-up to simple written messages.

41. The closing of a presentation: a. should always end with a "thank you" note. b. is the least remembered portion of the presentation. c. should include new points that were not discussed in the body. d. provides unity to the presentation by telling the audience what has already been told to them.

42. In the context of delivering a presentation, which of the following is true of verbal fillers? a. They are words a speaker has trouble pronouncing. b. They are irritating to the audience and destroy the speaker's effectiveness. c. They are standard terms used to transition from one section to another section of a presentation. d. They are problems related to speaking volume rather than rate.

43. Which of the following formatting guidelines should you follow to make presentation visuals effective? a. Limit text size to 12 points. b. Limit text to three lines per slide and three words per line. c. Limit slide titles and headings to two words. d. Limit colors to no more than three colors on a slide.

44. Unlike memorized presentations, manuscript presentations: a. do not ensure effective content coverage. b. have greater speaker–audience rapport. c. involve reading a written speech to the audience. d. do not fit into time constraints.

45. Which of the following is a guideline you should follow during a presentation? a. Communicate enthusiasm for the presentation. b. Stand behind the lectern throughout the presentation. c. Do not paraphrase the presentation visual. d. Do not portray a relaxed appearance.

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Chap_12_BCOM10 46. A(n) _____ is a presentation in which a speaker plans, prepares, and rehearses but does not write everything down in detail. a. manuscript presentation b. extemporaneous presentation c. memorized presentation d. impromptu presentation 47. In the context of the types of disasters that an organization might face, normal accidents include _____. a. cyber attacks b. hurricanes c. kidnappings d. industrial disasters 48. A short update on a current project requested during a meeting without advance notice is an example of a(n) _____. a. manuscript presentation b. extemporaneous presentation c. crisis briefing d. oral briefing 49. Which of the following is an example of a two-channel approach to message delivery? a. Jonah mailing reports and documents to her audience and then addressing them in a presentation b. Marcus using both flip charts and highly professional visuals in his presentation c. Brenda preparing and organizing her speech in two sections d. Eric using a teleprompter and a script for his presentation 50. Which of the following is true of an effective introduction in a presentation? a. It does not include startling statistics. b. It includes jargon and technical terms. c. It establishes rapport with the audience. d. It does not include the presentation plan.

51. In the context of distance presentations, which of the following is true of videoconferencing? a. It saves the cost of traveling. b. It cannot be used for crisis briefing. c. It increases the readability of the text transmitted through compressed video. d. It does not involve many people in key decisions.

52. Which of the following is the first step in the process for planning, preparing, and rehearsing presentations? a. Organizing the message to be delivered b. Considering the applicable contextual forces c. Rehearsing delivery d. Adapting the message to the audience's needs and concerns Copyright Cengage Learning. Powered by Cognero.

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Chap_12_BCOM10 53. Many speakers use words such as uhhh, ahhh, ummm, and errr while giving a speech. These words are called _____. a. verbal fillers b. red flag words c. verbal potholes d. transition words 54. Distance delivery formats are inappropriate for: a. company-wide addresses. b. for presentations that cover highly sensitive or confidential issues. c. large, high-exposure activities, such as quarterly executive staff presentations. d. new product launches.

55. Danny, a manager at Peshler Constructions, is in charge of creating and presenting a report on the feasibility of building a new office in another city. He wants to make the presentation interesting and gain the attention of the audience effectively. In this scenario, which of the following techniques would capture the attention of his audience at the beginning of the presentation? a. Using "docu-points" b. Using quotations by experts c. Using jargon d. Using verbal fillers 56. Which of the following is true of using presentation visuals in a meeting? a. Presentation visuals decrease the retention of information. b. Presentation visuals eliminate the need of a speaker. c. Presentation visuals decrease the emphasis on important points. d. Presentation visuals increase occurrence of group consensus.

57. Which of the following is true of pronunciation? a. Perfect articulation leads to perfect pronunciation. b. The first pronunciation of a word given in the dictionary is the desired pronunciation. c. The second pronunciation given in the dictionary is the outdated pronunciation. d. Faulty pronunciation can be rectified by using verbal fillers.

58. Ali, a manager at BuzzEdge Inc., had to deliver a presentation at a technical conference. He wrote out the entire speech one week before the conference, and during the conference, he read it out to the audience. In this scenario, which of the following presentation styles did Ali use? a. The manuscript presentation style b. The extemporaneous presentation style c. The memorized presentation style d. The impromptu presentation style

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Chap_12_BCOM10 59. Caleb has to conduct a two-hour workshop for supervisors on the effective techniques for conducting performance appraisals. The previous trainer relied solely on providing information through a PowerPoint presentation. Caleb wants to use handouts to provide the training information and maintain the interest of the supervisors. Discuss how handouts can be integrated into Caleb's workshop on performance appraisals.

60. Northeastern University has developed a presentation to introduce professors to the use of podcasting in classrooms. One of the slides conveys the advantages of podcasting. Explain what needs to be done to make the slide content effective. Revise the content of the slide based on the effective guidelines for designing presentation visuals, and explain the rationale behind it. The content of the slide is as follows: Podcasting: The Advantages for Students in Higher Education Podcasting is revolutionizing higher education in many ways. a. Makes "anyplace, anytime" learning a reality b. Gives students portability in their busy lives c. Convenience of accessing resources on a mobile device d. Students can learn at their own pace in their own time at their own convenience. e. Learning through listening f. Accommodates rich content g. It is a useful learning tool.

61. What are the questions to which you should seek answers when discussing your speaking engagement with someone representing the group or audience?

62. What should a presenter know about the audience while preparing a presentation?

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Chap_12_BCOM10 63. What are the guidelines to be followed to ensure readability of a presentation visual?

64. Explain the three major parts of an effective presentation structure.

65. Discuss in detail the techniques used to ensure that the audience understands your point and to reinforce it.

66. In the context of phonation, explain pitch, volume, and rate.

67. List five communication benefits of videoconferencing.

68. Briefly discuss some of the guidelines you need to follow before a presentation.

69. Explain the guidelines you need to follow after a presentation.

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Chap_12_BCOM10 70. Discuss the advantages of the effective use of presentation visuals.

71. Explain when presentations should be chosen as the method of message delivery.

72. Discuss the steps to be followed by an organization during a crisis.

73. Azhar is a team leader in Data Services Limited (DSL), a multinational information technology. Important delegates from Royale Bank (RB) are scheduled to visit DSL next month. RB, a banking and insurance holding company, is looking for a partner to manage its accounts and is visiting different IT corporations. Azhar is in charge of making a team presentation for the delegates from RB about his team and how the team can help RB manage its clients. Describe in detail the guidelines that Azhar needs to follow to plan and prepare the team presentation.

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Chap_12_BCOM10 Answer Key 1. True 2. True 3. True 4. False 5. True 6. True 7. False 8. True 9. False 10. False 11. True 12. False 13. False 14. True 15. True 16. False 17. False 18. True 19. False 20. False 21. False 22. False 23. True 24. False 25. False 26. c

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Chap_12_BCOM10 27. b 28. a 29. b 30. d 31. d 32. d 33. d 34. d 35. b 36. c 37. c 38. a 39. d 40. a 41. d 42. b 43. d 44. c 45. a 46. b 47. d 48. d 49. a 50. c 51. a 52. b 53. a 54. b Copyright Cengage Learning. Powered by Cognero.

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Chap_12_BCOM10 55. b 56. d 57. b 58. a 59. Answers will vary. Caleb should provide handouts that include important detailed information that the

supervisors can examine closely. Audience handouts should add value for individual audience members; otherwise, the information can better be conveyed in a projected format for group benefit.

An effective handout can help audience members remember Caleb's message, serve as a reference for later consideration or action, and encourage involvement when space is provided for note taking or response. Caleb can prepare useful presenter notes on small index cards or on pages generated by electronic presentation software. REJ: Please see the section "Designing Compelling Presentation Visuals" for more information.

60. Answers will vary. Limit slide titles and headings to four words and follow the 7 × 7 rule, which limits text to 7 lines per slide and 7 words per line. Use capital letters sparingly as they are difficult to read from a distance. If you must use text, develop powerful bulleted lists that are easy to follow and remember. Capitalize the first letter of important words in slide titles (initial caps) and the first letter of the first word and proper nouns in a bulleted list (sentence case).

Revised Slide: Advantages of Podcasting in the Classroom Allows content access via a mobile device Allows learning at a convenient pace Allows for convenient learning Provides learning opportunities through listening Accommodates rich content Offers "anyplace, anytime" delivery REJ: Please see the section "Designing Compelling Presentation Visuals" for more information.

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Chap_12_BCOM10 61. Answers will vary. You should seek answers to the following questions when discussing your speaking engagement with someone representing the group or audience: a. Who is the audience and who requested the presentation?

General characteristics of the audience should be considered, as well as the extent of their knowledge and experience with the topic, attitude toward the topic and you as a credible speaker, anticipated response to the use of electronic media, and required or volunteer attendance. b. Why is this topic important to the audience? What will the audience do with the information presented? How will the information benefit audience members? c. What environmental factors affect the presentation?

How many will be in the audience?

Will I be the only speaker? If not, where does my presentation fit in the program? What time of day?

How much time will I be permitted? Minimum? Maximum?

What are the seating arrangements? How far will the audience be from the speaker? Will a microphone or other equipment be available?

What are my technical requirements and will they be met at the presentation location?

Will I have time to test my media before the presentation? If not, how can I ensure that my presentation will go off without any problems or snags?

Answers to these questions reveal whether the speaking environment will be intimate or remote, whether the audience is likely to be receptive and alert or nonreceptive and tired, and whether you will need to use additional motivational or persuasive techniques. REJ: Please see the section "Planning an Effective Business Presentation" for more information.

62. Answers will vary. A common mistake that many presenters make is to presume they know the audience without attempting to find out about it. If you expect to get results, you must commit the time to know your audience and focus your presentation on it—from planning your speech to practicing its delivery.

As a general rule, audiences do want to be in tune with a speaker. A speech about climate change to a farm group should address the farmers' problems, for example, and not focus on theories of global warming. Additionally, different strategies are needed for audiences who think and make decisions differently.

To deliver a presentation that focuses on the wants and expectations of an audience, you must determine who it is, what motivates it, how members think, and how members make decisions. Helpful information you can obtain about most audiences includes ages, genders, occupations, educational levels, attitudes, values, broad and specific interests, and needs. REJ: Please see the section "Planning an Effective Business Presentation" for more information.

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Chap_12_BCOM10 63. Answers will vary. To ensure readability of a presentation visual, you should follow these guidelines:

a. Choose the accent colors that complement the color scheme. Accent colors are used in small doses to draw attention to key elements: bullet markers; bars/slices in graphs, backgrounds (fills) of shapes and lines, selected text; or drawings that are color coded for emphasis. b. Choose an appealing font that can be read on-screen easily. Avoid delicate, decorative, or condensed choices that are difficult to read when projected. The clean, simple lines of a sans serif font, such as Calibri, Tahoma, or Verdana, are ideal for projecting on a large screen, newspaper headline, sign, or billboard. A sans serif font has no short cross-strokes, known as serifs, which provide extra detail that helps guide the eye on print media. Examples of serif fonts are Cambria, Times New Roman, and Garamond. c. Follow these keyboarding rules for easy reading. Use capital letters sparingly as they are difficult to read from a distance. Capitalize the first letter of important words in slide titles (initial caps) and the first letter of the first word and proper nouns in a bulleted list (sentence case). Omit hard-to-see punctuation at the end of bulleted lists and elsewhere, and avoid abbreviations and hyphenations that might cause confusion. d. Reflect legal and ethical responsibility in the design of presentation visuals. Presentation visuals should be uncluttered, easily understood, and should depict information honestly. e. Proofread the visual carefully following the same systematic procedures used for printed letters and reports and electronic communication. Misspellings in visuals are embarrassing and diminish your credibility. Double-check to be certain that names of people, companies, and products are spelled correctly. REJ: Please see the section "Designing Compelling Presentation Visuals" for more information.

64. Answers will vary. First introduced by famous speech trainer Dale Carnegie and still recommended by speech experts today, the simple but effective basic presentation structure includes an introduction, the body, and a closing. a. Introduction: What you say at the beginning sets the stage for your entire presentation and initiates your rapport with the audience. However, inexperienced speakers often settle for unoriginal and overused introductions that reduce the audience's desire to listen, such as "My name is... , and my topic is..." or "It is a pleasure..."; or negative statements, such as apologies for lack of preparation, boring delivery, or late arrival. b. Body: In a typical presentation of 15–20 minutes, limit your presentation to only a few major subpoints (typically three to five) that support or flesh out your primary theme or topic in order to avoid overwhelming and boring your audience. Making every statement in a presentation into a major point—something to be remembered—is impossible, unless the presentation lasts only 2 or 3 minutes. Once you have selected your major subpoints, locate your supporting material. c. Closing: The closing provides unity to your presentation by "telling the audience what you have already told them."

The conclusion should be "your best line, your most dramatic point, your most profound thought, your most memorable bit of information, or your best anecdote." Because listeners tend to remember what they hear last, use these final words strategically. Develop a closing that supports and refocuses the audience's attention on your purpose statement.

REJ: Please see the section "Organizing the Content" for more information.

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Chap_12_BCOM10 65. Answers will vary. In a typical presentation of 15–20 minutes, limit your presentation to only a few major subpoints (typically three to five) that support or flesh out your primary theme or topic in order to avoid overwhelming and boring your audience. You can use several techniques to ensure the audience understands your point and to reinforce it: a. Provide support in a form that is easy to understand. Three techniques will assist you in accomplishing this goal: Use simple vocabulary and short sentences that the listener can understand easily and that sound conversational and interesting.

Avoid jargon or technical terms that the listeners might not understand.

Use a familiar frame of reference. b. Provide relevant statistics. Provide statistics or other quantitative measures to lend authority and credibility to your points. c. Use quotes from prominent people. Comments made by other authorities are helpful in establishing credibility. d. Use interesting anecdotes. Audiences like and remember anecdotes or interesting stories that tie into the presentation and make strong emotional connections. e. Use jokes and humor appropriately. A joke or humor can create a special bond between you and the audience, ease your approach to sensitive subjects, disarm a nonreceptive audience, or make your message easy to understand and remember. f. Use presentation visuals. Presentation visuals, such as handouts, presentation software, and demonstrations, enhance the effectiveness of the presentation. g. Encourage audience involvement. Skilled presenters involve their audiences through techniques such as asking reflective questioning, role playing, directing audience-centered activities, and incorporating current events or periodicals that tie directly to the message. REJ: Please see the section "Organizing the Content" for more information.

66. Answers will vary. Important factors of phonation are pitch, volume, and rate. These factors permit us

to recognize other people's voices over the phone. a. Pitch: The highness or lowness of the voice is called pitch. Pleasant voices have medium or low pitch; however, a varied pitch pattern is desirable. The pitch of the voice rises and falls to reflect emotions; for example, fear and anger are reflected in a higher pitch; sadness, in a lower pitch.

Lower pitches for both men and women are perceived as sounding more authoritative; higher pitches indicate less confidence and suggest pleading or whining. b. Volume: The loudness of tones is referred to as volume. Generally, good voices are easily heard by everyone in the audience but are not too loud. Use variety to hold the audience's attention, emphasize words or ideas, and create a desired atmosphere. c. Rate: The speed at which words are spoken is called rate. Never speak so quickly that the audience cannot understand your message or so slowly that they are distracted or irritated. Vary the rate with the demands of the situation. For example, speak at a slower rate when presenting a complex concept or emphasizing an important idea. Pause to add emphasis to a key point or to transition to another major section of the presentation. Speak at a faster rate when presenting less important information or when reviewing. REJ: Please see the section "Refining Your Delivery" for more information.

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Chap_12_BCOM10 67. Answers will vary. Communication benefits of videoconferencing include the following:

a. Improving employee productivity by calling impromptu videoconferences to clear up issues b. Involving more people in key decisions rather than limiting important discussions to those who are allowed to travel c. Involving expertise critical to the mission, regardless of geographic boundaries d. Creating a consistent corporate culture rather than depending on memos to describe company policy e. Improving employees' quality of life by reducing travel time that often cuts into personal time REJ: Please see the section "Adapting to Alternate Delivery Situations" for more information.

68. Answers will vary. Follow these guidelines when preparing for your presentation: a. Prepare thoroughly. You can expect a degree of nervousness as you anticipate speaking before a group. This natural tension is constructive because it increases your concentration and your energy and enhances your performance. However, even those seasoned to the spotlight can experience a debilitating case of the jitters. b. Prepare effective presentation support tools. Select and design visuals, handouts, and notes pages appropriate for your audience and purpose. c. Practice, but do not rehearse. Your goal is to become familiar with the key phrases on your note cards so that you can deliver the presentation naturally as if you are talking with the audience—not reciting the presentation or acting out a role. d. Spend additional time practicing the introduction and conclusion. You will want to deliver these important parts with finesse while making a confident connection with the audience. e. Seek feedback on your performance to help you to polish your delivery and improve organization. Critique your own performance by practicing in front of a mirror and evaluating a recording of your presentation. REJ: Please see the section "Refining Your Delivery" for more information.

69. Answers will vary. How you handle the time following a presentation is as important as preparing for

the presentation itself: a. Be prepared for a question-and-answer period. Encourage the audience to ask questions, recognizing an opportunity to ensure that your presentation meets audience needs. Paraphrasing the question allows you time to reflect on what was asked, ensures that everyone heard the question, and assures the questioner that he or she was understood. You can ask the questioner if your answer was adequate. Be courteous even to hostile questioners so you will maintain the respect of your audience. Stay in control of the time by announcing that you have time for one or two more questions, and then invite individual questions when the presentation is over. b. Distribute handouts. Distribute the handout when it is needed rather than at the beginning of the presentation. Otherwise, the audience might read the handout while you are explaining background information needed to understand the written ideas. If you expect the audience to take notes directly on the handout or if the audience will need to refer to the handout immediately, distribute the handout at the beginning of the presentation or before it begins. To keep control of the audience's attention, be sure listeners know when they should be looking at the handout or listening to you. If the handout is intended as resource material only, post the handout to a web page or place it on a table at the back of the room and at the front for those who come by to talk with you after the presentation. REJ: Please see the section "Refining Your Delivery" for more information.

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Chap_12_BCOM10 70. Answers will vary. The effective use of presentation visuals provides several advantages:

a. clarifies and emphasizes important points b. increases retention from 14% to 38% c. reduces the time required to present a concept d. results in a speaker achieving goals 34% more often than when presentation visuals are not used e. increases occurrence of group consensus by 21% when presentation visuals are used in a meeting REJ: Please see the section "Designing Compelling Presentation Visuals" for more information.

71. Answers will vary. Presentations are good for the following situations:

a. Inspiring and motivating others: If a presenter is able to bring enthusiasm and energy and an inspirational message to the situation, then oral message delivery is highly appropriate. b. Demonstrations of products or for training purposes: Oral presentations work well when audience members are able to view how a product works and better understand its functions. They are also useful for training purposes, particularly, if the audience is able to apply the presented material through practice or use as part of the presentation. c. To introduce a complex persuasive written message (generally a report or a proposal): This helps increase audience interest by emphasizing the key benefits of the proposal in an engaging manner and allows the presenter to answer audience questions. d. As a follow-up to a complex persuasive written message (generally a report or a proposal): The personal presence of an advocate can help establish goodwill and credibility and move the persuasive process forward. In these cases, the oral message should generally emphasize the benefits of the proposal and answer audience questions. e. To deliver bad news to a large audience: In some circumstances, the personal presence of an organizational representative helps to establish or maintain goodwill and credibility and, by extension, the image and reputation of the firm. REJ: Please see the section "Planning an Effective Business Presentation" for more information.

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Chap_12_BCOM10 72. Answers will vary. Crisis communication requires management in situations that affect an

organization's relationships with its stakeholders, particularly those that draw media attention.

Discussions of crisis management typically focus on three issues: (i) planning and preparing for crisis events, (ii) behavior of the organization during a crisis, and (iii) communicating with important publics during the crisis.

During a crisis, an organization should follow the steps outlined below: a. Get control of the situation: This involves defining the problem and setting measurable communication objectives. In addition, it is important to communicate to employees how and where to get information. b. Gather information about the situation: It is important that an organization has a means to stay up to date with the situation as it is happening so that it can respond quickly and appropriately. One way to accomplish this task is to create a crisis center that creates crisis response plans, monitors potential crises, and develops crisis response capabilities. c. Communicate early and often: It will benefit the organization's credibility to be prepared and to explain what is happening and what the company is doing about it, and to provide information about resources available to affected parties to deal with the situation. d. Communicate directly with affected parties: It is important to be prepared to communicate with the media and to do so promptly. It is also important to communicate directly with others who are affected, such as employees, customers, shareholders, and communities. REJ: Please see the section "Adapting to Alternate Delivery Situations" for more information.

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Chap_12_BCOM10 73. Answers will vary. As much of the work in business today is done in teams, many presentations are

planned and delivered by teams of presenters. A well-conducted team presentation will provide Azhar's team an opportunity to showcase the brightest talent while capitalizing on each person's unique presentation skills.

Azhar should be aware of the potential payoff of this presentation. Usually, the payoffs are quite high.

However, he should acknowledge the risk involved. He must be aware that the presentation could fail if he does not devote enough time and resources to develop and rehearse it. He must resist the sureto-fail strategy of "winging" the team presentation rather than taking the time to do it correctly.

Instead, he should adapt the skills he already possesses in planning and delivering an individual presentation to ensure a successful team presentation. Azhar should take the following steps to plan and prepare the team presentation: a. Select a winning team: He should identify and appoint a co-leader for the presentation. This person should be well liked and respected by the team. He or she should be knowledgeable and well organized. With the help of the co-leader, Azhar should decide on the core team members. The core team members, along with Azhar and the co-leader, should choose a balanced mix of individuals.

Each person must have something important to contribute to the team. b. Agree on the purpose and schedule: The team as a whole should plan the presentation using the same process used for an individual presentation. Agreeing on the purpose to be achieved and selecting content that focuses on a specific audience will prevent the challenges caused by an individual's submitting off-target material. c. Practice ahead of time: Azhar's team should conduct several rehearsals and be well prepared.

Each member should know what others will present to avoid repetition and to fit the time slot. The team should also work out logistical details such as where each presenter will stand, who will run the slides, and when handouts will be distributed. The team members should spend a great deal of the rehearsal time for planning and rehearsing appropriate verbal and physical transitions between themselves. The transitions serve to introduce each part of the presentation and make the whole presentation cohesive. This continuity would make Azhar's team look polished and convey team commitment. REJ: Please see the section "Adapting to Alternate Delivery Situations" for more information.

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Chap_13_BCOM10 Indicate whether the statement is true or false.

1. Errors in keyboarding, spelling, and punctuation in a résumé could be taken as evidence of lack of respect for the employer. a. True b. False 2. Performance appraisals should not be included in a portfolio. a. True b. False 3. When using the Internet or online databases to search for specific job openings, you should input job titles rather than words and phrases that describe your skills. a. True b. False 4. While incorporating a central selling feature in an application message, two to four paragraphs are normally sufficient for supporting evidence. a. True b. False 5. To distinguish your application message from the competition, apologize for your shortcomings and admit failure. a. True b. False 6. After finalizing your résumé, you should avoid asking other people to check it for you as it can compromise your privacy. a. True b. False 7. The key difference between a sales message and an application message for jobs is that the application message uses a central selling feature as a theme. a. True b. False 8. An employment video might lead to undesired stereotyping and discrimination. a. True b. False 9. Most employers prefer to receive résumés in standard format through electronic media. a. True b. False 10. In a functional résumé, points of primary interest to employers—transferable skills—appear in major headings. a. True b. False Copyright Cengage Learning. Powered by Cognero.

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Chap_13_BCOM10 11. Portfolios are used only by writers, artists, and photographers to showcase their work. a. True b. False 12. In the context of general writing guidelines for application messages, discussion of salary is not meaningful until after a mutually successful interview. a. True b. False 13. An applicant's print résumé is considered his or her primary marketing document. a. True b. False 14. An applicant should never make a request to the receiver to extend an invitation for an interview in the application letter. a. True b. False 15. Instead of self-marketing, standard verbiage connects your experiences to your future with a specific company and reflects your personality and values. a. True b. False 16. LinkedIn is the least preferred networking website for business professionals. a. True b. False 17. The central selling feature of an application message should be introduced only in the last paragraph. a. True b. False 18. While preparing an application message for email submission, career experts recommend formatting it as a business letter. a. True b. False Indicate the answer choice that best completes the statement or answers the question.

19. The chronological résumé is a less effective format for applicants who: a. have a consistent career history with no gaps. b. have progressed up a clearly defined career ladder. c. are seeking jobs different from the job currently held. d. are well qualified and have a lot of experience.

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Chap_13_BCOM10 20. A(n) _____ is a quick version of a résumé designed in a format suitable for broadcasting on smartphones. a. inline résumé b. functional résumé c. scannable résumé d. beamable résumé 21. Which of the following statements is true of an unsolicited application message? a. It has a lesser need for attention-getters than a solicited message. b. It decreases a person's chances of locating potential openings. c. The process of sending an unsolicited application message could be time consuming. d. The opening paragraph in an unsolicited application message is likely to be very specific.

22. Unlike a functional résumé, a chronological résumé: a. follows the traditional organizational format that emphasizes dates and job titles. b. works best for applicants who have gaps in their work histories or are just entering the job market. c. is effective for applicants who have little or no experience. d. highlights the tasks that an applicant can perform well.

23. Unlike solicited application messages, unsolicited application messages: a. have greater need for attention-getters. b. decrease a person's chances of locating potential openings. c. are written when an employer's specific needs are known. d. use a central selling feature as a theme.

24. In a résumé, a good job or career objective must: a. be specific enough to be meaningful yet general enough to apply to a variety of jobs. b. have detailed information about your qualifications. c. contain elaborate statements about how an organization can benefit you. d. include personal information so that an employer can know you well.

25. To prepare an electronic résumé that can be scanned accurately, you should: a. not use large font, such as 10- or 14-point font. b. not fold or staple your résumé. c. use italics, underlining, and open bullets. d. use graphic lines and boxes.

26. _____ can be included in a professional portfolio. a. Certificates of completion b. Income statements c. Income tax statements d. Public reports of current organization

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Chap_13_BCOM10 27. Which of the following is true of career services centers? a. Some centers assist students in preparing electronic portfolios to supplement their résumés. b. They specialize in providing temporary employees to companies. c. They help unemployed individuals avail state aid. d. Most centers maintain a manual database and require printed résumés from students.

28. Which of the following is true of employment videos? a. They discourage potential employers from stereotyping. b. They eliminate potential illegal employment discrimination. c. They encourage potential employers to focus on an applicant's physical characteristics. d. They are more commonly used in career fields for which analytical performance is a key element.

29. Which of the following suggestions should you follow when using the Internet or online databases to search for specific job openings? a. Input job titles rather than words and phrases that describe your skills. b. Do not limit yourself to one search engine or online job site. c. Start with a specific subject and geographic region and then broaden your search. d. Do not use specific phrases such as "entry-level job" or "job in advertising."

30. In a chronological résumé, which of the following headings normally appears in the portion that presents qualification? a. Honors and Activities b. Public Relations c. Experience d. Administration 31. Which of the following is true of a functional résumé? a. It is the traditional organizational format for résumés. b. It is effective for applicants who have progressed up a clearly defined career path. c. It requires a complete analysis of self, career, and the job sought. d. It emphasizes dates and job titles.

32. To avoid a tone of egotism in a résumé, _____. a. do not use action verbs that seem overly persuasive b. do not use too many adjectives or adverbs that seem overly strong c. use writer-focused statements d. use self-judgmental terms and generalizations

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Chap_13_BCOM10 33. Reports, proposals, or written documents prepared for classes or on the job are some possible items to include in a(n) _____. a. inline résumé b. cover letter c. beamer d. professional portfolio 34. The research phase of a job search involves: a. sending application letters to prospective employers. b. preparing a standard cover message. c. gathering relevant information for decision making. d. rehearsing answers to standard interview questions.

35. Which of the following can be included in a professional portfolio? a. Pay stubs b. Income tax statements c. Brochures describing workshops attended d. Public reports of current organization 36. While preparing an electronic résumé that can be scanned accurately, _____. a. use a nontraditional résumé format b. include italics, underlining, and open bullets c. use popular, nondecorative typefaces d. keep white space to a minimum 37. Which of the following is true of electronic applicant-tracking systems? a. They can automatically prepare letters of rejection and interview offers. b. They make it difficult to sort scanned résumés stored in electronic databases. c. They can easily read print résumés and sort them, with a resulting ranking of applicants. d. They decrease efficiency of processing the volume of résumés received in a competitive market.

38. A functional résumé could be best for you when: a. your work history is consistent and has no gaps. b. you have little or no transferable skills. c. your education or experience is scant. d. you have progressed up a clearly defined career ladder.

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Chap_13_BCOM10 39. Lucy is applying for a job at a marketing firm. She has already prepared her résumé. In order to get the employers to go through her application and get herself an interview, her application message should include the line: a. "When a date and time can be arranged, I would like to talk with you." b. "Should you decide to hire me, I will do my best to prove my worth to your company." c. "I will call you on Monday to set an appointment time that works for both of us." d. "May I have an appointment with you on March 10?"

40. Anna is preparing for a job search. She has identified a number of job listings after a thorough research and analysis of her career and has prepared a targeted résumé and an application message. To extend the impact, she has supplemented her résumé with a video recording. Which of the following should be Anna's next step to get a job? a. Completing a self-assessment b. Interviewing with companies c. Preparing a cover letter d. Preparing a job profile 41. The _____ of a résumé lists names, addresses, phone numbers, and email addresses of people who can provide information about a candidate, which adds credibility to the résumé. a. qualifications section b. references section c. work experience section d. personal information section 42. Which of the following is a guideline to prepare an electronic résumé that can be scanned accurately? a. Do not use large font, such as 10- or 14-point font. b. Use popular, decorative typefaces. c. Minimize the white space between the sections of the résumé. d. Do not include italics, underlining, open bullets, or graphic lines and boxes.

43. Which of the following writing techniques will help distinguish your application message from the competition? a. Using first-person pronouns and writer-focused statements b. Communicating knowledge of the company and job requirements c. Using strong adjectives and generalizations to sound better d. Apologizing for a shortcoming and admitting failure 44. Which of the following statements is true of application messages? a. They are designed to convince employers that qualifications are adequate. b. They differ from sales messages in that they are not persuasive. c. They are informative and thus written deductively. d. They are sent to prospective employers only when requested.

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Chap_13_BCOM10 45. An inline résumé is becoming the preferred résumé choice for employers because: a. it is designed in a format suitable for broadcasting on smartphones. b. daily email overload prevents employers from opening attachments. c. it is posted on the applicant's personal website. d. multimedia elements in a résumé can be distracting to employers.

46. James is the lead software analyst at Infonet Corp., a multinational information technology company. Prior to joining Infonet, he had worked as a software analyst for four years in another organization. In Infonet, he has progressed from being an executive software analyst to being the lead software analyst in five years. Now, James wants to apply for the position of the head of department of digital systems at Alpha Corp. Based on his career graph, which of the following types of résumé would be the most effective for James's profile? a. A chronological résumé b. A functional résumé c. A skill-based résumé d. An ability-based résumé 47. Mark, a history professor, is applying for a job at a university. He needs to write an application letter to persuade the dean of the university to extend an interview invite to him. He, therefore, adds the following statement in his application message: "I hope you will go through my application and consider me a good candidate for the position of the head of the department of history." However, Mark's application gets rejected. The most likely reason for the rejection of Mark's application is: a. the customized nature of the message. b. the use of contemporary language. c. the use of subjunctive words that indicate lack of confidence. d. the use of second-person pronouns and receiver-focused statements.

48. Which of the following is a nontraditional source of locating a job? a. A career services center b. An employment agency c. A professional organization d. An electronic employment resource 49. _____ specialize in placing a candidate in a position on a temporary basis until he or she finds a full-time job. a. Professional organizations b. Career services centers c. Employment contractors d. Career counsellors 50. In the context of general writing guidelines, you can distinguish your application message from the competition by: a. apologizing for a shortcoming and admitting failure. b. substituting fresh, original expressions that reflect contemporary language. c. using strong adjectives and generalizations to sound better. d. using first-person pronouns and writer-focused statements.

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Chap_13_BCOM10 51. Which of the following is a similarity between a sales message and an application message? a. Both are solely informative messages. b. Both are written deductively. c. Both are always solicited. d. Both use a central selling feature as a theme.

52. A(n) _____ is defined as a collection of artifacts that demonstrate a job applicant's communication, people, and technical skills. a. inline résumé b. beamer c. electronic résumé d. professional portfolio 53. Which of the following should you do to distinguish your application message from the competition? a. Tailor the message to the employer's need. b. Use first-person pronouns and writer-focused statements. c. Use strong adjectives and generalizations to sound better. d. Apologize for a shortcoming and admit failure.

54. While applying for a job, what is the next step after preparing a targeted résumé and an application message? a. Preparing a company or job profile b. Preparing a cover letter c. Considering if the résumé needs to be supplemented with a portfolio d. Conducting research and an analysis of your career 55. Which of the following suggestions should you follow while making an employment video? a. Add a "home movie" quality to the video. b. Avoid using a single, monotonous stationary shot. c. Wear clothing with bright colors and close patterns. d. Avoid long "talking head" segments.

56. Which of the following is the first step in the process of applying for a job? a. Identifying a job listing by using traditional and electronic sources b. Preparing a targeted résumé and an application message in required formats c. Supplementing a résumé with a portfolio (print or electronic) or video recording d. Conducting research and analysis of self, career, and job 57. While applying for a job, after you conduct research, complete a self-assessment of your qualifications, and identify a job listing, you should: a. prepare a targeted résumé and an application message. b. supplement your résumé with a portfolio or video recording. c. interview with companies. d. post a video résumé on YouTube.

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Chap_13_BCOM10 58. The "Qualifications" section of a résumé _____. a. provides a list of references that complement your employment credentials b. should have a statement about how your skills will contribute to an organization c. varies depending on the information identified in the analysis of self, career, and job d. should precede the career or job objective section of the résumé 59. Write a short note on how to provide evidence of qualifications in an application message.

60. Discuss the similarities and differences between solicited and unsolicited application messages.

61. Jobs go to those who show that the skills and abilities they possess meet the needs of a company. Adequate details and support provide concrete evidence of skills. Revise the following statements to provide evidence of qualifications through concrete, specific details that show, not just tell, the audience about the skills. Invent additional details as needed. a. I have good problem-solving skills. b. I am a leader who cares about those I lead and can train and manage those I supervise. c. I have good organizational and leadership skills.

62. How can an applicant encourage action in a persuasive message?

63. Why is developing a network often considered the most valuable source of information about jobs?

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Chap_13_BCOM10 64. Discuss the purposes of an electronic applicant-tracking system.

65. What are video résumés? Discuss some guidelines for creating a visually enhanced résumé.

66. Discuss some of the writing techniques that will help distinguish your application message from the competition.

67. Victor, a professional with six years' experience, wants to apply for the position of a senior manager at a retail factory. He prepares a résumé and writes the following statements to describe his accomplishments: a) I was a receptionist at a doctor's private practice for one year. My work included taking appointments, filing records, answering phones, and running errands. b) I was a receptionist cum sales person at a hardware store and was responsible for customer services. I eventually became an assistant manager at the hardware store. My responsibilities included maintaining inventory and supervising five employees. c) I was a manager at a retail chain store for three years where I supervised ten employees and was responsible for the daily management of the store.

Which type of résumé would best highlight Victor's qualifications and why? Rewrite the qualifications section of Victor's résumé accordingly.

68. Describe the three versions of résumés that should be prepared to accommodate employers' preferences for the presentation and delivery of résumés.

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Chap_13_BCOM10 69. Sarah Abraham, a software engineer, had left her job when she was pregnant. She had taken up freelancing and wrote articles for IT magazines. She is now reentering the corporate world after a gap of six years. She does not have much experience in the software technology field except her two-year stint at her first job. However, she feels that she is well qualified for the position of a software analyst. Which type of résumé would best suit Sarah's profile? Briefly explain the features of this résumé.

70. Identify some of the frequent errors you must avoid while encouraging action in a persuasive message.

71. Differentiate between a chronological résumé and a functional résumé.

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Chap_13_BCOM10 Answer Key 1. True 2. False 3. False 4. True 5. False 6. False 7. False 8. True 9. True 10. True 11. False 12. True 13. True 14. False 15. False 16. False 17. False 18. True 19. c 20. d 21. c 22. a 23. a 24. a 25. b 26. a

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Chap_13_BCOM10 27. a 28. c 29. b 30. c 31. c 32. b 33. d 34. c 35. c 36. c 37. a 38. c 39. a 40. b 41. b 42. d 43. b 44. a 45. b 46. a 47. c 48. d 49. c 50. b 51. d 52. d 53. b 54. c Copyright Cengage Learning. Powered by Cognero.

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Chap_13_BCOM10 55. d 56. d 57. a 58. c 59. Answers will vary. If you are entering the world of full-time work for the first time, educational

backgrounds are usually more impressive than work histories. You can benefit from interpreting your educational experiences as meaningful, job-related experiences. You should not just say that an educational or work experience was beneficial; you should say what made it so. By making paragraphs long enough to include interpretation of experiences on the present or previous job, you show an employer that you are well prepared for your next job.

In the section of the application message where you provide evidence, you can discuss qualifications you have developed by participating in student organizations, student government, athletics, or community organizations. Be specific in describing gained skills that can be applied directly on the job—for example, organizational, leadership, spoken and written communication skills, and budgeting and financial management. You can also use your involvement as a channel for discussing important personal traits vital to the success of a business, such as interpersonal skills, motivation, imagination, responsibility, and team orientation.

Finally, end this section with an indirect reference to the résumé. If you refer to it in the first or second paragraph, readers might turn from the message at that point and look at the résumé. Avoid the obvious statement "Enclosed please find my résumé" or "A résumé is enclosed." Instead, refer indirectly to the résumé while restating your qualifications. REJ: Please see the section "Composing Application Messages" for more information.

60. Answers will vary. When employers invite you to send either a print or electronic résumé, they may

expect you to include an application message (also known as a cover message). An application message is designed to convince an employer that qualifications are adequate just as a sales message is designed to convince a buyer that a product will satisfy a need. Like sales messages, application messages can be either solicited or unsolicited. Job advertisements solicit applications.

Unsolicited application messages have greater need for attention-getters; otherwise, solicited and unsolicited application messages are based on the same principles.

Unsolicited application messages are the same basic message (perhaps with slight modifications) sent to many prospective employers. By sending unsolicited messages, you increase your chances of locating potential openings and possibly alert employers to needs they had not previously identified for someone of your abilities. However, sending unsolicited messages has some disadvantages.

Because the employer's specific needs are not known, the opening paragraph will likely be more general (less targeted to a specific position) than the opening paragraph in solicited messages. The process could also be time consuming. REJ: Please see the section "Composing Application Messages" for more information.

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Chap_13_BCOM10 61. Answers will vary. One of the ways in which an applicant can provide evidence of qualifications is by providing concrete, specific examples and details that show and not just tell of a particular skill or attribute. When possible, support achievements with measurable, quantifiable data. For example, how large was the increase in sales, the reduction in costs, the percentage of increased productivity, and so forth under your leadership or when you were in the team. Following are the revised statements according to these guidelines: a. I am a problem solver. For example, while working for Bobby Miller at South Pier Distribution, we were experiencing problems with too many backorders. After studying the situation, I realized it was because the paperwork went through several unnecessary steps. I presented a proposal to Bobby that eliminated much of the paperwork, and we reduced backorders by 15 percent. b. As an assistant manager at Fashion's First, I sought input from associates regarding concerns and issues. I acted on suggestions and implemented changes when appropriate. I have also trained associates in policies and procedures. c. In my junior year of college, I served as a treasurer for Alpha Kappa Psi. Here, I managed an annual budget of $200. During that year, I also coordinated our yearly charitable fund-raising event where we raised over $8,000 for a local shelter for abused women. I successfully used my organizational and leadership skills to make the event a success.

REJ: Please see the section "Composing Application Messages" for more information.

62. Answers will vary. Once you have presented your qualifications and referred to your enclosed résumé,

the next move is to encourage the receiver to extend an invitation for an interview. The goal is to introduce the idea of action without apologizing for doing so and without being demanding or "pushy." If the final paragraph (action closing) of your message is preceded by impressive paragraphs, you need not press hard for a response. Just mentioning the idea of a future discussion is probably sufficient. If you have significant related experience that you have developed as a central selling feature, mentioning this experience in the action closing adds unity and stresses your strongest qualification one last time. Forceful statements about when and how to respond are unnecessary and irritating. Avoid using generic statements, and use fresh, original expressions.

REJ: Please see the section "Composing Application Messages" for more information.

63. Answers will vary. The majority of job openings are never advertised. Therefore, developing a network

of contacts is often the most valuable source of information about jobs. A number of professional networking sites exist online. Today, LinkedIn is the most popular networking website for business professionals. Facebook plays the dual role of enabling personal as well as professional networking.

Many entrepreneurs actively exploit social media, such as Facebook and Twitter, to promote their businesses and services. These are just a few of the social networking opportunities available.

Your network could include current and past employers, guest speakers in your classes or at student organization meetings, business contacts you met while interning or participating in shadowing or over-the-shoulder experiences, professors, and so on. Let these individuals know the type of job you are seeking, and ask their advice for finding employment in today's competitive market. REJ: Please see the section "Preparing for the Job Search" for more information.

64. Answers will vary. Companies of all sizes are using electronic applicant-tracking systems to increase

efficiency of processing the volume of résumés received in a competitive market. Such systems store scanned résumés in an electronic database where they can be sorted by keyword with a resulting ranking of applicants. The system can also automatically prepare letters of rejection and interview offers and store the résumés of hired applicants for future promotion consideration. REJ: Please see the section "Preparing Résumés for Print and Electronic Delivery" for more information.

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Chap_13_BCOM10 65. Answers will vary. Video résumés are résumés that are created as videos for posting on the Web on sites such as YouTube. Video résumés are the latest trend in developing creative job qualifications. You can learn some important lessons for your video project by taking a look at the abundance of good and bad examples already posted. If possible, solicit the help of someone with film experience and follow these simple suggestions for creating a visually enhanced résumé that is brief, showcases your key qualifications, and reflects your personality: Keep your video simple with one stationary shot using a good camera and tripod. Avoid gimmicky effects and excessive panning that distract from the message.

Use proper lighting, making sure that the employer can see your face. Avoid light behind you that casts shadows.

Invest in a good-quality microphone, and speak clearly and at an appropriate pace for easy listening.

Choose clothing appropriate for the job you are seeking. Video yourself wearing different clothing, and watch the video to select the ideal choice. Avoid clothing that gaps and bunches when you sit, as well as bright colors and close patterns that tend to vibrate when filmed.

Edit your video to eliminate dead air and other imperfections that detract from a professional image.

REJ: Please see the section "Supplementing a Résumé" for more information.

66. Answers will vary. The following writing techniques will help distinguish your application message from the competition: Substitute fresh, original expressions that reflect contemporary language. Observe caution in choosing overused words such as applicant, application, opening, position, vacancy, and interview.

Avoid overuse of I and writer-focused statements. Restrict the number of times I is used, especially as the first word in a paragraph. Focus on providing specific evidence that you can meet the company's needs.

Avoid unconvincing generalizations that could sound boastful. Instead of labeling your performance as "superior" or "excellent," or describing yourself as "an efficient, technically skilled team player," give supporting facts that show the interviewer you can deliver on what you're selling.

Tailor your message to the employer's need. To impress the interviewer that your message is not a generic one sent to everyone, provide requested information, and communicate an understanding of the particular company, job requirements, and field.

Provide requested information. Job listings often request certain information: "Must provide own transportation and be willing to travel. Give educational background, work experience, and salary expected." Discuss these points in your application message.

Communicate knowledge of the company, job requirements, and language of the field. However, phrase these statements carefully to avoid the perception of insincere flattery.

Focus on strengths and portray a positive attitude. Apologizing for a shortcoming or admitting failure only weakens your case and raises questions about your self-esteem.

REJ: Please see the section "Composing Application Messages" for more information.

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Chap_13_BCOM10 67. Answers will vary. The chronological résumé would best highlight Victor's qualifications. It is an especially effective format for applicants who have progressed up a clearly defined career ladder and want to move up another rung. Two headings normally appear in the portion that presents qualifications: "Education" and "Experience." Look at the two headings from the employer's point of view, and reverse their positions if doing so is to your advantage. In the "Experience" section, jobs are listed in reverse chronological order. Assuming you have progressed typically, your latest job is likely to be more closely related to the job being sought than the first job held. Placing the latest or current job first will give it the emphasis it deserves.

The statements in a résumé should be direct and should begin with action verbs. The use of first-person pronouns should be avoided. Dates and job titles should be added for emphasis. Post these changes, the qualifications section of Victor's résumé in the chronological format would be: Work Experience: Receptionist at a physician's clinic, [date] a) Handled appointments b) Filed patient records c) Answered phone calls d) Performed other clerical duties Salesperson at a hardware store, [date] a) Provided customer service b) Sold doors/windows c) Handled customer queries and complaints Assistant manager at a hardware store, [date] a) Supervised five employees b) Developed work schedules c) Managed inventory d) Placed orders e) Assisted customers Manager at a retail store, [date] a) Supervised ten employees b) Developed work schedules c) Managed inventory d) Placed orders e) Assisted customers f) Maintained finances REJ: Please see the section "Planning a Targeted Résumé" for more information.

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Chap_13_BCOM10 68. Answers will vary. To accommodate employers' preferences for the presentation and delivery of résumés, you should be aware of three versions of résumés—a chronological résumé printed on paper, a functional résumé, and a scannable résumé to be read by a computer.

A designed résumé printed on paper: Your print (designed) résumé is considered your primary marketing document, and appearance is critical. To win out among hundreds of competing résumés, it must look professional and reflect current formatting and production standards while maintaining a distinctive conservative tone.

A scannable résumé to be read by a computer: When seeking a job with a company that scans résumés into an electronic database, you will need to submit a scannable résumé as well as a print résumé that will be read by a person. A scannable résumé is a résumé formatted to ensure that a scanner can accurately read and convert it into a digital format.

A designed résumé accessible through email and websites: The easiest and most common method of putting your résumé online is through emailing a résumé to a job bank for posting or to a networking contact who asked you to send a résumé. You might also choose to post your résumé on your personal website as part of an electronic portfolio that showcases evidence of your qualifications. You could also develop a beamer, or beamable résumé, a quick version of your résumé designed in a format suitable for broadcasting on smartphones.

REJ: Please see the section "Preparing Résumés for Print and Electronic Delivery" for more information.

69. Answers will vary. A functional résumé would best suit Sarah's profile. If you consider yourself well

qualified, a functional résumé is worth considering. If your education or experience is scant, a functional résumé could be best for you. Using "Education" and "Experience" as headings (as in a chronological résumé) works against your purpose if you have little to report under the headings; the format would emphasize the absence of education or experience.

In a functional résumé, points of primary interest to employers—transferable skills—appear in major headings. These headings highlight what an applicant can do for the employer—functions that the applicant can perform well. Under each heading, an applicant could draw from educational and/or work-related experience to provide supporting evidence. A functional résumé requires a complete analysis of self, career, and the job sought. Order of importance is the best sequence for functional headings. If you have prepared an accurate self and job analysis, the selected headings will highlight points of special interest to the employer. Glancing at headings only, an employer can see that you understand the job's requirements and have the qualities needed for success. REJ: Please see the section "Planning a Targeted Résumé" for more information.

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Chap_13_BCOM10 70. Answers will vary. Forceful statements about when and how to respond are unnecessary and irritating in an application message. There are other frequently made errors as well that should be avoided. They are: Setting a date: "May I have an appointment with you on January 15?" The date you name could be inconvenient; or even if it is convenient for the employer, your forwardness in setting it could be resented.

Expressing doubt: "If you agree," "I hope you will," and "Should you decide" use subjunctive words that indicate lack of confidence.

Sounding apologetic: "May I take some of your time" or "I know how busy you are" might seem considerate, but an apology is inappropriate when discussing ways you can contribute to a company.

Sounding overconfident: "I will call you next week to set an appointment time that works for both of us." This statement is presumptuous and egotistical.

Giving permission to call: "You may call me at 555-6543." By making the call sound like a privilege ("may call"), you could alienate the reader. The implied meaning of the statement is: You are very selective about the calls you take, but the employer does qualify.

REJ: Please see the section "Composing Application Messages" for more information.

71. Answers will vary. The chronological résumé is the traditional organizational format for résumés. Two

headings normally appear in the portion that presents qualifications: "Education" and "Experience."

Within each section, the most recent information is presented first. Reverse chronological order is easier to use and is more common than functional order; however, it is not always more effective.

The chronological résumé is an especially effective format for applicant's who have progressed up a clearly defined career ladder and want to move up another rung. Because the format emphasizes dates and job titles, the chronological résumé is less effective for applicant's who have gaps in their work histories, are seeking jobs different from the job currently held, or are just entering the job market with little or no experience.

In a functional résumé, points of primary interest to employers—transferable skills—appear in major headings. These headings highlight what an applicant can do for the employer—functions that the applicant can perform well. Under each heading, an applicant could draw from educational and/or work-related experience to provide supporting evidence. A functional résumé requires a complete analysis of self, career, and the job sought. Order of importance is the best sequence for functional headings. If you have prepared an accurate self and job analysis, the selected headings will highlight points of special interest to the employer. Glancing at headings only, an employer can see that you understand the job's requirements and have the qualities needed for success. If you consider yourself well qualified, a functional résumé is worth considering. If your education or experience is scant, a functional résumé could be best for you. REJ: Please see the section "Planning a Targeted Résumé" for more information.

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Chap_14_BCOM10 Indicate whether the statement is true or false.

1. Virtual interviews can be conducted regardless of geography. a. True b. False 2. Interviewers must restrict questions to an applicant's ability to perform specific job-related functions essential to the job sought. a. True b. False 3. Follow-up messages create an impression of being overbearing. a. True b. False 4. While preparing for an interview, candidates should study salaries in comparable firms, as well as regional averages. a. True b. False 5. In a series interview, different interviewers ask questions from a particular perspective to an interviewee to maintain consistency. a. True b. False 6. During an interview, focus on the extrinsic rewards the company will be offering. a. True b. False 7. In a series interview, multiple candidates meet with an interviewer at the same time. a. True b. False 8. When an application message and résumé do not elicit a response, it is recommended to use a follow-up message to bring results. a. True b. False 9. According to a UNESCO report of employer views, team skills are considered to be one of the hard skills essential for workers in today's business climate. a. True b. False 10. Unlike other messages that convey unpleasant news, job-refusal messages are written deductively. a. True b. False Copyright Cengage Learning. Powered by Cognero.

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Chap_14_BCOM10 11. While answering a question in an interview, if the interviewer's eyes are bright and his or her head is nodding vigorously, end your answer, but expand it if the interviewer's eyes are glazing over. a. True b. False 12. A stress interview is a freewheeling exchange and can shift from one subject to another, depending on the interests of the participants. a. True b. False 13. Before interviewing with a company, a candidate should research about the company's latest stock market quote. a. True b. False 14. Prepare for a virtual interview just as you would for a traditional interview. a. True b. False 15. While practicing for an interview, you should memorize answers to sound confident and deliver thoroughly. a. True b. False 16. A consideration to make when preparing for a phone interview is to turn call-waiting on. a. True b. False 17. During an interview, women are likely to smile less and have a diminishing intonation at the end of sentences. a. True b. False 18. The systematic comparison between your qualifications and job requirements of a company helps you identify pertinent information to be included in your résumé. a. True b. False 19. During an interview, if the interviewer calls you by your first name, use the interviewer's first name unless specifically invited to do otherwise. a. True b. False 20. Rather than asking applicants for specific examples to illustrate their answers, interviewers are finding that asking potential employees how they feel about certain things is a more objective way to evaluate applicants' skills. a. True b. False

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Chap_14_BCOM10 21. Whether on campus or at a company location, interview methods and practices vary with the situation. a. True b. False 22. Smiling during a phone interview is unnecessary. a. True b. False 23. In a phone interview, after you thank the interviewer, ask if it would be possible to meet in person. a. True b. False 24. If a candidate has been selected for a job after an interview, the candidate is expected to send a follow-up message to the human resources department of the company. a. True b. False 25. As a job candidate, after you know something about the company you want to apply for, you should compare your qualifications to the job profile. a. True b. False 26. Talking too much is a typical interviewer error. a. True b. False 27. If something should happen to prevent your arriving on time for an interview, it is advisable to not appear for the interview. a. True b. False Indicate the answer choice that best completes the statement or answers the question.

28. Which of the following is true of phone interviews? a. They are designed to place an interviewee in an anxiety-producing situation so that an evaluation can be made of the interviewee's performance under stress. b. They always involve a set of structured questions used by the interviewer. c. They increase the expenses involved in interviewing out-of-town candidates. d. They are often used to screen candidates in order to narrow the pool of applicants who will be invited for in-person interviews.

29. Which of the following is a reason why many companies use computer-assisted interviews? a. To evaluate the performance of an interviewee under stress b. To improve the overall quality of an interview by obtaining honest responses from interviewees c. To emphasize the team approach to management and problem solving d. To allow job applicants to connect individually with a number of different interviewers Copyright Cengage Learning. Powered by Cognero.

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Chap_14_BCOM10 30. Laurent is being interviewed for the position of a content analyst at Alping Inc. Zara, the interviewer, asks Laurent to tell her about a time when he was able to convince someone to look at things from his perspective.

This question posed by Zara is an example of a(n) _____. a. opinion question b. credential verification question c. standard interview question d. behavioral question 31. Pre-interview planning on the part of an interviewee involves: a. forming impressions about a company with which he or she will be interviewing. b. memorizing answers to ensure that the delivery is seamless. c. making sure his or her appearance will not detract from the impression he or she hopes to make. d. presenting his or her qualifications in an inductive format.

32. In the context of employment interviews, research has shown that applicants: a. are reluctant to attend computer interviews. b. feel the need to input socially acceptable responses into a computer. c. respond more honestly to a computer than to an interviewer. d. feel more nervous in computer interviews than in human interviews.

33. Gabrielle is attending an interview for a sales position. To make a favorable first impression in the interview, Gabrielle should: a. sit erect and lean forward slightly to express interest. b. use the interviewer's first name to convey friendliness. c. expand her answers if the interviewer's eyes are glazing over. d. sit back and relax to appear in control of the situation.

34. Which of the following messages should be written inductively? a. Job-refusal messages b. Follow-up messages c. Thank-you messages d. Job-acceptance messages 35. In the context of on-campus interviews, the purpose of a second interview is to: a. give executives and administrators other than the human resources interviewer an opportunity to appraise successful candidates. b. make candidates meet members of a career services center who can place them in companies on a temporary basis. c. have discussions about salary packages and other company benefits. d. place a candidate in an anxiety-producing situation so that an evaluation can be made of the candidate's performance under stress.

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Chap_14_BCOM10 36. According to a UNESCO report of employer views, in today's business climate, _____ is considered to be a soft skill that is essential for workers. a. writing ability b. entrepreneurial ability c. discipline-specific skills d. arithmetic ability 37. During an interview, an interviewer should refrain from asking an interviewee about his or her _____. a. salary expectations b. previous employer c. extracurricular activities d. marital status 38. Which of the following statements is true of a recommendation request? a. It is an appropriate instrument for telling managers how a business should be operated. b. It includes a reminder that an application for a certain job is on file. c. It is a written message of appreciation after a job interview. d. It should indicate your gratitude, and not an apology for making the request.

39. Which of the following is a typical interviewer error? a. Being reluctant to ask sensitive questions b. Asking the same questions to all applicants c. Asking unstructured questions to applicants d. Placing an interviewee in an anxiety-producing situation 40. According to a UNESCO report of employer views, _____ are considered to be hard skills that are essential for workers in today's business climate. a. technical skills b. communication skills c. entrepreneurial skills d. team skills 41. While preparing for an interview, information about the job sought pertinent in an interview includes _____. a. job title b. job redesign c. job enlargement d. job rotation

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Chap_14_BCOM10 42. Adorn, a designer boutique, extends a job offer in writing to Jenna. The company requests for a written acknowledgement of the job offer from her. In this scenario, Jenna should write a(n) _____. a. thank-you message b. follow-up message c. job-acceptance message d. employment verification message 43. Which of the following is a recommended behavior in a job interview? a. Using a rising intonation at the end of sentences b. Using the interviewer's surname unless specifically invited to do otherwise c. Expanding your answers if the interviewer's eyes are glazing over d. Avoiding a firm handshake to avoid being perceived as overbearing 44. _____ allow students to meet large companies whose representatives typically would not visit colleges with small applicant pools, and to interview with companies whose representatives could not travel because of financial constraints or other reasons. a. On-site interviews b. Series interviews c. Case interviews d. Virtual interviews 45. _____ ensure consistency in the information received from each job candidate and can prevent decisions based on illegal topics that might be presented in a résumé. a. Follow-up messages b. Recommendation forms c. Application forms d. Job-acceptance messages 46. Which of the following takes place in a series interview? a. An interviewee is placed in a number of anxiety-producing situations. b. Multiple candidates meet with an interviewer with the help of videoconferencing technologies. c. Different interviewers are involved who most likely ask questions from different perspectives. d. Applicants use a computer to provide answers to a list of carefully selected questions.

47. _____ are designed to show why job applicants want to work for a particular organization. a. Technical interview questions b. Behavioral questions c. Standard interview questions d. Competency questions

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Chap_14_BCOM10 48. Which of the following considerations should you make when preparing for a phone interview? a. Turn call-waiting on. b. Memorize answers to appear confident. c. Speak extensively unless asked to stop. d. Keep your résumé in clear view.

49. Which of the following must the last line of a job-acceptance message contain? a. A neutral idea b. The report-for-work date c. The main idea of the job acceptance d. Expected salary 50. Mia applies for a senior accountant position in a firm. She attends the interview for the position, but after her interview gets over, she feels that she will not get the job. However, Mia still wishes to send a message of appreciation to the company for giving her the opportunity. Which of the following messages should Mia write? a. A thank-you message b. A follow-up message c. A job-acceptance message d. An inductive message 51. According to a UNESCO report of employer views, which of the following soft skills are considered to be essential for workers in today's business climate? a. Communication skills b. Technical skills c. Discipline-specific skills d. Skills related to the 3 Rs 52. Identify a true statement about virtual interviews. a. They are excellent for screening applicants. b. They shrink the applicant pool. c. They are a type of series interview. d. They fill a job position more slowly.

53. Danielle receives a good job offer from a company because of which she decides to quit her current job. She decides to write a letter to the concerned authorities in her current company regarding her decision. In this scenario, Danielle should write a _____. a. confirmation message b. persuasive message c. thank-you message d. resignation message

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Chap_14_BCOM10 54. Which of the following is a behavioral interview question related to communication? a. Tell me about a time when you dealt with an irate customer. b. Tell me about a time when you had to analyze information and provide a recommendation. c. Tell me about a goal that you set and did not reach. d. Tell me about a situation where you had to solve a difficult problem.

55. Which of the following is a behavioral interview question related to adaptability? a. Tell me about a time when you were working in a team in which the members did not get along. b. Tell me about a situation where you had to solve a difficult problem. c. Tell me about a situation when you had to be tolerant of an opinion that was different from your own. d. Tell me about a time when you were able to use persuasion to convince someone to see things your way.

56. Asking _____ is an objective way to evaluate job applicants' skills and involves asking potential employees for specific examples to illustrate their answers. a. technical interview questions b. case questions c. behavioral questions d. standard interview questions 57. During an interview, an interviewee should focus on asking questions that can help him or her gain information about _____. a. overtime b. the salary c. extrinsic rewards d. the job 58. To display a professional attitude during an interview, you should first: a. focus on the extrinsic instead of the intrinsic rewards to be received from the company. b. communicate your salary expectations. c. memorize answers to be able to exhibit confidence. d. clearly show that you are strongly interested in the company.

59. The STAR method (Situation or Task/Action/Result) refers to a: a. consistent format for writing a letter of recommendation. b. consistent format to help a job applicant present a complete answer to open-ended behavioral questions. c. method used to evaluate the long-term and short-term goals of a job applicant. d. method used to analyze how well a job applicant has performed in a stress situation.

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Chap_14_BCOM10 60. Which of the following is true of a computer-assisted interview? a. A computer-generated report flags any contradictory responses and highlights any potential problem areas. b. A computer-assisted interview obliges an applicant to give polite, socially acceptable responses. c. A computer-assisted interview is ineffective in conducting screening interviews. d. A computer-generated report generates a list of unstructured interview questions for the interviewer to ask.

61. Rochelle decides to turn down a job offer after thoughtful consideration. Which of the following writing styles should she use while writing the job-refusal message? a. A deductive sequence b. An inductive sequence c. A direct approach d. A persuasive approach 62. Which of the following is a difference between phone interviews and virtual interviews? a. A phone interview is not appropriate for the final interview of a candidate, but a virtual interview works as well as a face-to-face interview in this case. b. In a phone interview, the expenses involved in interviewing out-of-town candidates increases, whereas in a virtual interview, the expenses are minimized. c. Phone interviews are a type of stress interview, whereas virtual interviews are a type of series interview. d. Phone interviews are often used to narrow the pool of applicants who will be invited for in-person interviews, whereas virtual interviews help widen the applicant pool.

63. According to management consultant Dan Burns, which of the following takes place during the opening formalities stage of an interview? a. Interviewees are asked to demonstrate skills related to logical thinking and creativity. b. Interviewees are made to answer standard interview questions and behavioral questions. c. Interviewers sometimes deliberately create anxiety-producing situations in order to assess an applicant's ability to perform under stress. d. Interviewers typically decide in the first 60 seconds whether a candidate will be moved to the top of the list or dropped from consideration.

64. You have just returned from an interview with a company, and you are considering the appropriateness of a thank-you letter or note. The thank-you message: a. is not necessary if you thanked the interviewer in person after the interview. b. should be sent promptly in order to be effective. c. should be sent by mail rather than an email to give you a competitive advantage. d. should include a reminder that the application for the job is on file.

65. Which of the following is true of resignation messages? a. They are required to be submitted in formal writing in almost all cases. b. They are written to politely decline a job offer. c. They may be written either inductively or deductively. d. They are appropriate instruments for telling managers how a business should be operated.

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Chap_14_BCOM10 66. According to a UNESCO report of employer views, _____ are considered to be soft skills that are essential for workers in today's business climate. a. arithmetic skills b. discipline-specific skills c. team skills d. technical skills 67. Describe in detail the common courtesies and body language an interviewee should display to create a favorable first impression in an interview.

68. In the context of computer-assisted interviews, discuss the benefits of a computer-generated report.

69. Describe follow-up messages.

70. Write a short note on application forms.

71. Describe series interviews.

72. Discuss in detail how you should prepare for a virtual interview.

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Chap_14_BCOM10 73. Write a short note on the closing of an interview.

74. How do interviewers test applicants for logical thinking and creativity?

75. Why is it essential to ask pertinent questions to an interviewer? What kind of questions should an interviewee avoid asking an interviewer?

76. Describe a structured interview.

77. Write a short note on researching a company before an interview.

78. Discuss the specific actions on your part that will ensure that your references are treated with common courtesy and that references are prepared for the employer's call.

79. How can you display a professional attitude during an interview?

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Chap_14_BCOM10 Answer Key 1. True 2. True 3. False 4. True 5. False 6. False 7. False 8. True 9. False 10. False 11. False 12. False 13. True 14. False 15. False 16. False 17. False 18. True 19. False 20. False 21. True 22. False 23. True 24. False 25. True 26. True

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Chap_14_BCOM10 27. False 28. d 29. b 30. d 31. c 32. c 33. a 34. a 35. a 36. b 37. d 38. d 39. a 40. a 41. a 42. c 43. b 44. d 45. c 46. c 47. c 48. d 49. b 50. a 51. a 52. a 53. d 54. a Copyright Cengage Learning. Powered by Cognero.

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Chap_14_BCOM10 55. c 56. c 57. d 58. d 59. b 60. a 61. b 62. d 63. d 64. b 65. c 66. c 67. Answers will vary. Common courtesies and confident body language can contribute to a favorable first

impression in the early moments when you have not yet had an opportunity to talk about your qualifications: a. Use the interviewer's name, and pronounce it correctly. Even if the interviewer calls you by your first name, always use the interviewer's surname unless specifically invited to do otherwise. b. Apply a firm handshake. Usually, the interviewer will initiate the handshake, although you may do so. In either case, apply a firm handshake. You do not want to leave the impression that you are weak or timid. At the same time, you do not want to overdo the firm grip and leave an impression of being overbearing. c. Wait for the interviewer to ask you to be seated. If you are not invited to sit, choose a chair across from or beside the interviewer's desk. d. Maintain appropriate eye contact, and use your body language to convey confidence. Sit erect and lean forward slightly to express interest. For a professional image, avoid slouching, chewing gum, and fidgeting. e. Be conscious of nonverbal messages. If the interviewer's eyes are glazing over, end your answer, but expand it if they are bright and the head is nodding vigorously. If the interviewer is from a different culture, be conscious of subtle differences in nonverbal communication that could affect the interviewer's perception of you. REJ: Please see the section "Conducting a Successful Interview" for more information.

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Chap_14_BCOM10 68. Answers will vary. Many companies are finding computer-assisted interviews to be a reliable and

effective way to conduct screening interviews. Applicants use a computer to provide answers to a list of carefully selected questions. A computer-generated report provides standard, reliable information about each applicant that enables an interviewer to decide whether to invite the applicant for a second interview. The report flags any contradictory responses (e.g., an applicant indicated he was terminated for absenteeism but later indicated that he thought his former employer would give him an outstanding recommendation), highlights any potential problem areas (e.g., an applicant responded that she would remain on the job less than a year), and generates a list of structured interview questions for the interviewer to ask (e.g., “Todd, you said you feel your former employer would rate you average. Why don't you feel it would be higher?”). REJ: Please see the section "Understanding Types of Employment Interviews" for more information.

69. Answers will vary. When an application message and résumé do not elicit a response, a follow-up

message might bring results. Sent a few weeks after the original message, it includes a reminder that an application for a certain job is on file, presents additional education or experience accumulated and its relationship to the job, and closes with a reference to desired action. In addition to conveying new information, follow-up messages indicate persistence (a quality that impresses some employers). REJ: Please see the section "Preparing Other Employment Messages" for more information.

70. Answers will vary. Before beginning a new job, you will almost certainly complete the employer's

application and employment forms. Some application forms, especially for applicants who apply for jobs with a high level of responsibility, are very long. They can actually appear to be tests in which applicants give their answers to hypothetical questions and write defenses for their answers.

Application forms also ensure consistency in the information received from each candidate and can prevent decisions based on illegal topics which might be presented in a résumé. REJ: Please see the section "Preparing Other Employment Messages" for more information.

71. Answers will vary. As organizations have increased emphasis on the team approach to management

and problem solving, selecting employees who best fit their cultures and styles has become especially important. Involving key people in the organization in the candidate selection process has led to new interview styles. In a series interview, the candidate meets individually with a number of different interviewers. Each interviewer will likely ask questions from a differing perspective; for instance, a line manager might ask questions related to an applicant's knowledge of specific job tasks, while the vice president of operations might ask questions related to the applicant's career goals. Some questions will likely be asked more than once in the process. A popular trend in organizations that desire a broad range of input in the hiring decision but want to avoid the drawn-out nature of series interviews is to conduct group interviews. REJ: Please see the section "Understanding Types of Employment Interviews" for more information.

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Chap_14_BCOM10 72. Answers will vary. You should prepare for a virtual interview differently than you would for a traditional

interview. First, suggest a preliminary telephone conversation with the interviewer to establish rapport. Arrive early and acquaint yourself with the equipment; know how to adjust the volume and other camera functions for optimal performance after the interview begins. Second, concentrate on projecting strong nonverbal skills: speak clearly but do not slow down; be certain you are centered in the frame; sit straight; look up, not down; and use gestures and an enthusiastic voice to communicate energy and reinforce points while avoiding excessive motion that will appear blurry. Third, realize voices can be out of step with the pictures if there is a lag between the video and audio transmissions. You will need to adjust to the timing (e.g., slow down your voice) to avoid interrupting the interviewer. REJ: Please see the section "Understanding Types of Employment Interviews" for more information.

73. Answers will vary. The interviewer will provide cues indicating that the interview is completed by rising

or making a comment about the next step to be taken. At that point, do not prolong the interview needlessly. Simply rise, accept the handshake, thank the interviewer for the opportunity to meet, and close by saying you look forward to hearing from the company. The tact with which you close the interview can be almost as important as the first impression you made. Be enthusiastic. If you really want the job, you must ask for it.

Your ability to speak confidently and intelligently about your abilities will help you secure a desirable job. Effective interviewing skills will be just as valuable once you begin work. You will be involved in interviews with your supervisor for various reasons: to seek advice or information about your work and working conditions, to receive informal feedback about your progress, to receive a deserved promotion, and to discuss other personnel matters. In addition, your supervisor will likely conduct a performance appraisal interview to evaluate your performance. This formal interview typically occurs annually on the anniversary of your start of employment. REJ: Please see the section "Conducting a Successful Interview" for more information.

74. Answers will vary. In an interview, applicants should be prepared to demonstrate logical thinking and

creativity. Many interviewers ask applicants to solve brain teasers and riddles, create art out of paper bags, and solve complex business problems. Some are asked to "do the job before we give it to you," for example, write a press release on the spot or field a tech-support call. These techniques are used to gauge an applicant's ability to think quickly and creatively and observe an emotional response to an awkward situation. You cannot anticipate this type of interview question, but you can familiarize yourself with mind teasers that have been used. Most important, however, recognize the interviewer's purpose; relax, and do your best to showcase your logical reasoning, creativity, or your courage to even try. REJ: Please see the section "Conducting a Successful Interview" for more information.

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Chap_14_BCOM10 75. Answers will vary. In an interview, both the interviewer and interviewee want to know as much as

possible about each other before making a commitment to hire. A good way to determine whether a job is right for him or her is to ask pertinent questions.

Good questions show the interviewer that the interviewee has initiative and is interested in making a well-informed decision. Responses can provide insight to job requirements that the interviewee can then show he or she possesses. Therefore, the interviewee should be sure not to say, "I do not have any questions." The interviewee should focus on questions that help gain information about the company and the job that he or she could not learn from published sources or persons other than the interviewer. The interviewee should respect the interviewer's time by avoiding questions that indicate the interviewee is unprepared (for example, questions about the company's scope, products/ services, job requirements, or new developments). The interviewee should also avoid questions about salary, required overtime, and benefits that imply that the interviewee is interested more in money and the effort required than in the contribution he or she can make. REJ: Please see the section "Conducting a Successful Interview" for more information.

76. Answers will vary. In a structured interview, an interviewer follows a predetermined agenda, including a

checklist of questions and statements designed to elicit necessary information and reactions from the interviewee. Because each applicant answers the same questions, the interviewer has comparable data to evaluate. A particular type of structured interview is the behavior-based interview, in which you are asked to give specific examples of occasions in which you demonstrated particular behaviors or skills. The interviewer already knows what skills, knowledge, and qualities successful candidates must possess. The examples you provide will indicate whether you possess them. REJ: Please see the section "Understanding Types of Employment Interviews" for more information.

77. Answers will vary. Nothing can hurt a job candidate more than knowing little about the organization he

or she is interviewing with. Preparation will also arm candidates with information needed to develop pertinent qualifications and point their stories to solve an employer's specific problems. Companies that have publicly traded stock are required to publish annual reports that are available in school libraries or online. Be sure to read news items and blog posts, and sign up to receive news alerts from the prospective company for current company information up until the day of the interview. Use social networking utilities such as LinkedIn and Hoovers.com to find profiles of company leaders and gain insights on the types of managers this company employs.

Employees of the company or other applicants who have interviewed might be of help to the interviewee. Employee reviews of selected companies, salaries, and sample interview questions are available online, and some universities share taped interviews with various company recruiters. REJ: Please see the section "Preparing for an Interview" for more information.

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Chap_14_BCOM10 78. Answers will vary. Specific actions on your part will ensure that your references are treated with

common courtesy and that references are prepared for the employer's call. a. Remind the reference that he or she had previously agreed to supply information about you.

Identify the job for which you are applying, give a complete address to which the message is to be sent, and indicate a date by which the prospective employer needs the message. By sharing information about job requirements and reporting recent job-related experiences, you can assist the reference in writing an effective message. Indicate your gratitude, but do not apologize for making the request. The reference has already agreed to write on your behalf and will likely take pleasure in assisting a deserving person. b. Alert the reference of imminent requests for information, especially if considerable time has elapsed since the applicant and reference have last seen each other. Enclosing a recent résumé and providing any other pertinent information (e.g., name change) will enable the reference to write a message that is specific and convincing. To ensure on-target job references, politely explain the types of information you perceive relevant to the job sought: specific job skills, work ethic, attitude and demeanor toward work, leadership style, and so on. If the job search becomes longer than anticipated, a follow-up message to references explaining the delay and expressing gratitude for their efforts is appropriate. c. Send a sincere, original thank-you message after a position has been accepted. This thoughtful gesture will build a positive relationship with a person who might continue to be important to your career. REJ: Please see the section "Preparing Other Employment Messages" for more information.

79. Answers will vary. To display a professional attitude during an interview, first communicate your

sincere interest in the company; show that you are strongly interested in the company and not just taking an interview for practice. Reveal your knowledge of the company gained through reading published information, and refer to the people you have talked with about the working conditions, company achievements, and career paths.

Second, focus on the satisfaction gained from contributing to the company rather than the benefits you will receive. What's important in a job goes beyond financial reward. All applicants are interested in a paycheck; any job satisfies that need—some will pay more, some less. Recognize that the paycheck is a part of the job and should not be your primary concern. Intrinsic rewards such as personal job satisfaction, the feeling of accomplishment, and making a contribution to society are ideas to discuss in the interview. You should like what you are doing and find a challenging job that will satisfy these needs. REJ: Please see the section "Conducting a Successful Interview" for more information.

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