Chapter 10

Question 1

emails are best suited for

Answer 1

routine messages, task-oriented messages, fact-based messages, non-sensitive messages

Question 2

neutrality effect

Answer 2

occurs when recipients perceive messages as emotionally neutral when those messages were intended to be emotionally positive

Question 3

negativity effect

Answer 3

occurs when recipients perceive messages that were intended to be neutral as negative

Question 4

cyber-silence

Answer 4

occurs when recipients fail to respond to emails and other digital communications, making senders wonder whether they are being intentionally ignored

Question 5

cyber incivility

Answer 5

the violation of respect and consideration in an online environment

Question 6

active incivility

Answer 6

includes direct forms of disrespect (condescending, saying something hurtful)

Question 7

passive incivility

Answer 7

includes indirect forms of disrespect (using emails for time-sensitive information)

Question 8

reinterpretation

Answer 8

involves adjusting your initial perceptions by making more objective, more fact-based, and less personal judgements of a message

Question 9

relaxation

Answer 9

involves releasing and overcoming anger and frustration so you can make a more rational response

Question 10

defusing

Answer 10

means focusing on the task-related aspects of a message (rather than the emotional aspects) in your reply

Question 11

strategies to combat incivility

Answer 11

reinterpretation, relaxation, defusing

Question 12

internal digital platform

Answer 12

can be called its corporate intranetm enterprise social networking platform or enterprise social software

Question 13

dashboard

Answer 13

your front log-in page and serves as a communication and information hub

Question 14

blogs

Answer 14

are chronologically arranged (including expert, executive, team, update, project, crisis and internal company blogs) that allow professionals and teams to share ideas and experiences

Question 15

stakeholders

Answer 15

is either an individual, group or organization that’s impacted by the outcome of a project or a business venture

Question 16

external audiences

Answer 16

are those prospective customers, market competitors, or governmental entities that you influence with advertising, sales collateral, or traditional marketing initiatives to achieve your goals

Question 17

public relations

Answer 17

helps establish and maintain mutually beneficial relationships between an organization and its various constituencies