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.
On a website, users can more quickly scan items in rows rather than columns.
Which of the following is a Web 2.0 technology?
For an orderthat cannot be filled quickly and precisely, companies must not send an acknowledgment message.
Which of the following is an idea that you can incorporate into an effective beginning paragraph in a bad-news message?
_____ are the most frequently used methods of communicating standard operating procedures and other instructions to employees.
The best reason for a refusal is “company policy” because it requires no further explanation.
In the decision to communicate about negatives, the primary consideration is intent.
A form message is a document that indicates an order has been received and is being processed.
When favor requests arrive frequently, a form message can be drafted to respond to the invitations.
Which of the following tips should be followed to improve voice mail communication?
_____ can be incorporated into the beginning paragraph of a bad-news message to make it effective.
The statement preceding a refusal in the introductory paragraph of a bad-news message should imply that an affirmative decision will follow.
Email is the most effective channel for communicating negative organizational news.
Which of the following makes an online order confirmation effective?
Routine messages, such as customer order acknowledgments, are written inductively.
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.
Which of the following guideline should you follow for effective email communication?
Which of the following is a difference between web pages and social media?
Managers must take special care in writing standard operating procedures to ensure that all employees complete the procedures accurately and consistently.
A deleted message cannot be resurrected.
An expression of gratitude could be used as a positive beginning to a bad-news message.
Which of the following statements is true of voice mail technology?
Which of the following should be avoided when writing the closing paragraph of a bad-news message?
Information that is confidential or sensitive can be securely shared through cellphone communication.
The closing paragraph in a bad-news message must restate the refusal.
A message through an electronic format might be interpreted as cold and impersonal.
Which of the following is true of cellphone communication?
Jargon is the buzzword for proper behavior on the Internet.
Neutral-news messages are not likely to generate an emotional reaction from receivers.
Which of the following is true of routine requests?
It is a good idea to use the deductive approach for refusing requests for a favor, an action, or even a donation.
Stuart is agitated by the political developments 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 from his browser. The visitors to his online journal can post comments. The technology used in this scenario is an example of:
Which of the following guidelines should be followed when extending credit?
Face-to-face delivery of bad news increases the probability of misinterpretation of the news.
Which of the following is an advantage of email communication?
Which of the following is an example of the effective use of email communications?
Offering a counterproposal in a bad-news message can assist in preserving future relationships with the audience.
The typical cellphone screen can accommodate no more than 140 characters.
A routine request should use a generic closing statement to build goodwill and a sense of urgency.
The Equal Credit Opportunity Act requires that a credit applicant be notified of the credit decision within 10 calendar days following application.
_____ is particularly well suited to text messaging because the names of the numbers are also close to the sounds of certain words.
Text messaging cannot be used for business purposes as it is strictly a social communication tool.
An organization’s ability to handle difficult situations with tact and empathy powerfully influences the perceptions of employees.
Good-news or neutral-news messages follow a(n) _____.
When writing an appreciation message, you should:
Which of the following is true of the reasons section of a bad-news message?
A good positive response to a routine request addresses audience’s concerns using an articulate, concise writing style.
A sender should choose a communication channel according to his or her preference.
When refusing a request, a writer should:
Set 2
In the context of delivering bad-news messages, _____ carries a level of discomfort and the potential for escalation of emotion.
Melody, a manager at Wisbane Inc., received a message from an employee requesting a change in the 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?
Employees that are floors apart or in different offices or time zones benefit from email and Web communications.
Claim refusals are not necessary when a warranty does not apply or has expired or a customer has misused a product.
Which of the following is true of a crisis situation in an organization?
A good positive response to a routine request addresses audience’s concerns using an articulate, concise writing style.
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?
Whilewriting a good-news message, _____.
_____ are the most frequently used methods of communicating standard operating procedures and other instructions to employees.
Which of the following is an example of a good practice when sending a good-news message?
Which of the following is an example of a good practice when developing a bad-news message?
Sales promotional material must never be included in a bad-news message.
Which of the following is a Web 2.0 technology?
Because you expect persuasive claims to be granted willingly, a forceful, accusatory tone is inappropriate.
When a message contains a request that must be refused and another that is being answered favorably, the refusal must always be stated first.
Positive responses to favor requests should not sound enthusiastic.
Which of the following statements is true of voice mail technology?
Which of the following guidelines should you follow when developing the reasons section in a bad-news message?
Using _____ helps subordinate the refusal in a bad-news message.
Refusing employees’ requests requires sensitivity and complete, honest explanations.
Jargon is the buzzword for proper behavior on the Internet.
Smith recently purchased a DVD player that began causing 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) _____.
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:
Stuart is agitated by the political developments 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 from his browser. The visitors to his online journal can post comments. The technology used in this scenario is an example of:
Which of the following is an advantage of email communication?
Which of the following is a guideline that assists in effective email usage?
_____, which are websites that provide virtual communities in which people with shared interests can communicate, are common sources of viruses and spyware.
Which of the following is a feature of requests for information?
Which of the following is true of replies to requests for credit information?
Using a bullet list format in a positive response to a routine request is a poor practice.
An employer must have either a warrant or an employee’s permission to view messages stored by someone other than the employer.
Which of the following is true of effective Web writing?
An appreciation message must never be addressed to an individual’s supervisor.
In the context of writing a bad-news message using the inductive outline, which of the following immediately precedes the step that presents facts, analysis, and reasons for refusal or bad news?
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:
Which of the following statements is true of instant messaging (IM)?
Managers must take special care in writing standard operating procedures to ensure that all employees complete the procedures accurately and consistently.
Text messaging cannot be used for business purposes as it is strictly a social communication tool.
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?
Acknowledgment messages are a fast and efficient way of transmitting frequently recurring messages to which receiver reaction is likely favorable or neutral.
Effective managers recognize that employee morale and public goodwill are easy to repair even after they are damaged.
Which of the following makes a routine request poor?
Identify a true statementabout the legal requirements governing electronic messages.
Which of the following considerations must be made before sending a message?
Ashton, a manager at Millington Technologies Inc., receives a message from a customer claiming 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?
Companies are not authorized to monitor the electronic mail of an employee.
Which of the following statements is true of a company’s right over its employees’ electronic communication?
Neutral-news messages are not likely to generate an emotional reaction from receivers.
Read the refusal message to Kylie Sanders who has requested new laptops for her department so that employees can work from home and travel with ease. Then answer the corresponding question about the message.
Which of the following is a similarity between conveying bad news electronically and personally?
Set 3
Marcus is writing a persuasive message asking his employees to complete an online company survey. Which of the following suggestions should he follow while writing this message?
Which of the following is true of offering guarantees and free trials in persuasive messages?
Josef responds to product advertisements that focus on convenience, durability, and service. These benefits of the advertised products appeal to his _____ needs of Maslow’s need hierarchy.
Jeremy had bought a phone that stopped working just after its guarantee expired. Due to this reason, he writes a persuasive claim to the phone manufacturing company. The company sends back an adjustment message to Jeremy. A sentence in the message reads, “Your claim is being granted.” On reading the sentence, Jeremy is very offended. Which of the following is a reason why Jeremy is offended by the sentence?
The Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, religion, sex, national origin, age, and marital status.
Melody is responding negatively to a request for a claim. Which of the following suggestions should she follow while composing her message to the customer?
The principles used in selling an idea are similar to those used in selling products.
When refusing a request, the writer should _____.
While writing an appreciation message, exaggerated language should be used frequently even if it does not sound believable.
An advantage of the deductive pattern of good‐ or neutral‐news messages is that the first sentence is easy to write and the details follow easily after it is written.
The Equal Credit Opportunity Act requires that a credit applicant be notified of a credit decision within 10 days of receipt of the request or application.
Digichrone is a company that plans to downsize over the next year. Which of the following actions should it perform when downsizing its employees?
Which of the following summarizes the AIDA steps in the persuasive process?
When offering a counterproposal or silver lining statement, care must be taken to ensure that the idea _____.
Routine claims assume that a request will be granted only after explanations and convincing arguments have been presented.
Nancy, a recruiter at Zendyll Inc., often has to deliver negative news to job applicants who were not hired by the company. Which of the following techniques could Nancy use to subordinate bad news?
Neutral‐news messages contain content that is not likely to generate an emotional reaction from the receiver.
Which of the following guidelines should be followed when writing messages extending credit?
Which of the following is an effective strategy to break bad news to employees?
Which of the following would be an appropriate closing sentence in a bad‐news message?
Which of the following is the suggested four‐step sequence for an inductive outline?
Companies should not welcome claims as a majority of them are from unethical individuals.
Placing a refusal in the first sentence is justified if the message is the second response to a repeated request.
Using passive voice and complex sentences are effective ways to de‐emphasize bad news.
In credit denials, the major portion of the message should be an explanation for the denial.
A message that is sent in response to a sales information request requires an attention‐ getting sentence.
Which of the following is a recommended advice when writing an appreciation message?
Manuel, a credit supervisor, wrote a letter informing a new client that her credit application has been approved. He started the message with the good news. Which of the following writing sequences has he used?
Which of the following suggestions should be followed while making a product claim in a sales message?
Which of the following is a difference between solicited and unsolicited sales messages?
Which of the following should a manager do while communicating negative information?
Appreciation letters that are not sent in a timely manner may raise questions about the sender’s sincerity.
By placing bad news in the first sentence, receiver support is more likely than when it is presented after giving reasons.
Which of the following sentences is a good example of a buffer for a bad‐news message?
The _____ requires that a credit applicant be notified of the credit decision within 30 days of receipt of the request or application.
Memorandums, or memos, are appropriate for communication both inside and outside a company.
Because of the legal implications involved in refusing credit, you should avoid telling applicants the specific reason(s) why you must deny them credit.
Which of the following is an idea that can be incorporated into effective beginning paragraphs?
Which of the following is true of claim messages?
An effective persuasive message should use concrete and specific language to create an accurate representation of the product, service, or idea.
Which of the following is a feature of persuasive communication?
The _____ is a federal law that provides consumers the right to know the nature of the information in their credit file and gives them other protections when they apply for and are denied credit.
Which of the following statements is true about a counterproposal?
Claims related to product warranties, guarantees, or contractual conditions are typically _____.
Delivering constructive criticism can be beneficial by alerting management that changes need to be made.
It is helpful to write very long paragraphs in persuasive messages to achieve the writer’s persuasive purpose.
A company is faced with the challenge of communicating to its employees a significant change in its policies. How should the management effectively communicate this change to its employees?
Ignacio asks for a refund for a recently purchased malfunctioning DVD player. His request for the refund is considered a _____.
Offering a counterproposal in a bad‐news message can assist in preserving future relationships with the audience.
An effective persuasive appeal should include a central selling point that is woven throughout the entire message.