MGT 350 part 2 Flashcards

Question

You take a first draft of your résumé to a career counselor so she can review it with you. She notices that your job descriptions are short and vague, and include expressions such as “worked on” and “responsible for”. What advice can she give you? Correct Avoid generalities. Keep your past employment achievements general. Mix general and specific statements.

Answer 1

Describe your employment history concisely but concretely. Avoid generalities such as worked with customers. Include terms that show action and accomplishment such as led, organized, increased, etc. Include specific achievements.

Answer 2

When writing a cover letter for a solicited job, make sure you refer to the job title, and describe how your qualifications fit the requirements. Also, refer to the exact source of your information. Avoid overly informal language.q

Answer 3

When you open your cover letter for an unsolicited job, show interest in and knowledge of the company. Be sure to highlight your experience and describe how it would be valuable to the company.

Answer 4

Use the body of your letter to promote your qualifications for the position. Explain how your preparation and experience fulfill the stated requirements. Describe your strong points in relation to the needs of the employer, and avoid merely listing courses you took without connecting them to the position and the company’s needs.

Answer 5

Conclude your cover letter by asking confidently for an interview. Suggest reader benefits, or review your strongest points. Avoid asking for the job or appearing presumptuous, and remain sincere and appreciative. Supply your phone number and the best time to reach you. Avoid expressions like I hope. These weaken your closing.

Answer 6

When sending a cover letter by e-mail, be sure to move your return address from the top of the letter to just below your name. Also, remove formatting features that might be problematic, such as tabs, bullets, underlining, and italics.

Answer 7

If you are answering an advertisement, include the exact position advertised and the name and date of the publication. When applying to large organizations, also mention the section of the newspaper where the ad appeared. Make sure you refer to the job title, and describe how your qualifications fit the requirements.

Answer 8

If you are unsure whether a position actually exists, use a persuasive opening, and demonstrate an interest in and knowledge of the reader’s company or organization. Make sure you refer to the job title, and describe how your qualifications could benefit the company or organization.

Answer 9

Use the body of your letter to promote your qualifications for the position. Explain how your preparation and experience fulfill the stated requirements. Describe your strong points in relation to the needs of the employer, and avoid merely listing courses you took without connecting them to the position and the company’s needs.

Answer 10

Conclude your cover letter by asking confidently for an interview. Suggest reader benefits, or review your strongest points. Avoid asking for the job or appearing presumptuous, and remain sincere and appreciative. Supply your phone number and the best time to reach you. Avoid expressions like I hope. These weaken your closing.

Answer 11

Your cover letter should be just as professional as your résumé. Therefore, use a traditional letter style, and proofread carefully.

Answer 12

To create a plain, minimally formatted résumé, save your Microsoft Word document as the file type plain text (*txt). Then, open the converted plain-text file with Word again, and continue to work with the no-frills document

Answer 13

Some methods of improving your résumé’s chances with an ATS system are to include specific keywords and phrases culled from the job posting; focus on nouns related to job titles, technical specializations, or certifications; use variations on job titles; and concentrate on filling out the skills section. Do not add a keyword summary because many recruiters find them to be manipulative.

Answer 14

E-portfolios are a good way to showcase your talents. Because e-portfolios can support multimedia, they highlight your qualifications more thoroughly than print résumés. Some tech-savvy candidates include videos in their e-portfolios.

Answer 15

Numbers from one to ten should be in word form, and figures should be used for numbers 11 and above. However, numbers (including percentages) that begin sentences must be written out. Numbers larger than 1 million should be expressed with a combination of figures and words.

Answer 16

Use figures to express the numbers 11 and higher, money, dates, decimals, and percents. When expressing clock times, use lowercase p.m. and a.m., and do not use zeros at the top of the hour (for example, 3 p.m.).

Answer 17

Use word forms to express numbers from one to ten, small fractions, and numbers that begin sentences. Use figures to express numbers 11 and higher, money, dates, clock times, decimals, and percents. Use a combination of words and figures to express sums of 1 million and higher.

Answer 18

The correct answer is She has scheduled the meeting for March 11, 2019, at 8 a.m. Use word forms to express numbers from one to ten, small fractions, and numbers that begin sentences. Use figures to express numbers 11 and above, money, dates, clock times, decimals, and percents. Use a combination of words and figures to express sums of 1 million and higher. When expressing clock times, use lowercase p.m. and a.m., and do not use zeros at the top of the hour (for example, 3 p.m.).

Answer 19

Use word forms to express numbers from one to ten, small fractions, and numbers that begin sentences. Use figures to express numbers 11 and above, money, dates, clock times, decimals, and percentages. Use a combination of words and figures to express sums of 1 million and higher.

Answer 20

Use a combination of words and figures to express sums of 1 million and higher and round numbers unless the number begins a sentence.

Answer 21

Use word forms to express numbers from one to ten, small fractions, and numbers that begin sentences.

Answer 22

2. Before the Interview If you do well in a screening interview, you will be invited to a face-to-face interview. After your interview is scheduled, it is time to prepare so that you will make a good impression. How can you avoid appearing unprofessional when a potential employer calls to schedule an interview? Check all that apply. Correct Invest in a good answering machine or voice mail service. Correct If you have children, prevent them from answering the phone. Correct Use your voice mail to screen calls. Correct If your cell phone number is listed on your résumé, do not answer your phone if you are in a noisy location. Points: 1 / 1 To manage your professional image when expecting a call from a potential employer, you can do the following: answer calls on your cell phone only when you are in a good location, prevent children or roommates from answering your phone, invest in a good answering machine or voice mail service, and use your voice mail to screen calls. Potential employers learn a good deal from their first conversation with you. Treat any conversation with a potential employeras a screening interview Correct . Points: 1 / 1 Potential employers learn a good deal from their first conversation with you. Be sure to treat all conversations with potential employers as screening interviews. Job seekers who sound unprepared, flustered, or unprofessional may ruin their chances to be hired by that company. Before you end your conversation with the employer, be sure to reconfirm the date and time of your interview. Read the scenario, and answer the question. You are researching information about a prospective employer in order to prepare for a face-to-face interview. What source can you use when gathering your information? Correct Annual reports Job boards and classified ads Employee success stories Points: 1 / 1 After scheduling a face-to-face interview, conduct in-depth research on your target company. Consider calling the company and requesting annual reports, catalogs, or brochures. Read the scenario, and answer the question. Sunee is graduating soon and eager to start her job search. She wants to make sure her online presence portrays a professional demeanor in case prospective employers Google her. What can Sunee do to clean up digital dirt? Check all that apply. Correct Make her personal social networking pages private and check her privacy settings Correct Set up a professional networking page or website Correct Post negative reviews about her previous jobs and internships Correct Google herself to see what sort of content employers might come across in a search Correct Tweet pictures of her wild spring break trip to Ft. Lauderdale Correct Remove any incriminating or provocative photos and posts Points: 1 / 1 Consider the following strategies for creating and maintaining a professional online identity: remove questionable, provocative, or incriminating content from blogs and social networking sites; stay positive and professional; be selective about your friends, contacts, groups, and organizations; don’t discuss your job search if you are still employed elsewhere; and create a professional social networking page or website that will be the first thing prospective employers encounter in a search. Which of the following will help you become less nervous and prepare for successful interviews? ``` Correct Breathe deeply. Speak slowly and loudly. Find a focal point. Points: 1 / 1 Breathe deeply. Deep breathing allows you to concentrate and provides much-needed oxygen. ```

Answer 23

4. After the Interview The job search doesn’t end with the interview. After your interview, be sure to follow up with the appropriate correspondence and contact your references if necessary. What does sending a thank-you letter after an interview do for you? Check all that apply. Incorrect Ensures that you get the job. Correct Reminds the interviewer of your visit. Incorrect Alerts your references. Correct Sets you apart from other applicants. Correct Suggests good manners. Points: 1 / 1 You should always send a thank-you letter after an interview. It will set you apart from the other applicants because most do not bother to send thank-you letters. This gesture also reminds the interviewer of your visit and signifies that you have good manners. Read the scenario, and answer the question. You have just completed a successful interview for a management position. You need to contact your references and inform them that they might be asked for a recommendation. What information should you give your references so that they can provide the best possible recommendation? The salary expectations and work hours Correct A description of the position and the name of company The contact information of your prospective coworkers Points: 1 / 1 After your interview, alert your references that they may be contacted by a prospective employer. To provide the best possible recommendation, your references need specific information. Provide them with the name of the company and a description of it. Also, include a thorough description of the position and its requirements. Read the scenario, and answer the question. Enrique interviewed for a copyeditor position six days ago. He decides to write a follow-up e-mail to ask how the decision process is going. He composes a first draft, but he knows that he will need to make some revisions. To Whom It May Concern: My interview last week was enjoyable. Thank you. I am still interested in the job. In fact, I really, really need a job in the next week. I haven’t heard anything from you or the human resources representative, and I am wondering what the holdup is. I’m very eager to know your decision, so if you could hurry things up, I would greatly appreciate it. I look forward to hearing from you. Sincerely, Enrique Heller Choose one possible revision suggestion for the previous follow-up letter. Include statements that will force the employer to contact him. Include a line that demands to know when he will be contacted. Correct Avoid sounding discourteous and desperate. Points: 1 / 1 A follow-up letter inquires courteously about the status of the position but does not sound angry or desperate. Be mindful of your tone, and keep the letter’s contents professional.

Answer 24

6. Grammar/Mechanics Checkup 14: Total Review The following questions will test your knowledge of punctuation rules. Choose the sentence that uses correct punctuation. Correct The prefatory parts of a report include the title page, a letter or memo of transmittal, the table of contents, a list of figures, and an executive summary. The prefatory parts of a report include the title page, a letter, or memo of transmittal, the table of contents, a list of figures, and an executive summary. Points: 1 / 1 Commas are used to separate three or more equal elements (words, phrases, or short clauses) in a series. To ensure separation of the last two elements, careful writers use a comma before the conjunction in a series. Correct As she mentioned last week, we will not be meeting again until September. As she mentioned last week we will not be meeting again until September. Points: 1 / 1 Dependent clauses do not make sense by themselves. They depend on independent clauses for meaning. When a dependent clause precedes an independent clause, it is followed by a comma. When he returns, we will, revisit the decision. Correct When he returns, we will revisit the decision. Points: 1 / 1 Commas are often overused. Do not use commas needlessly. For example, commas should not be inserted merely because you drop your voice when speaking a sentence. Choose the best revision for the following sentences. Correct I like my job; however, the pay isn’t very high. I like my job, however, the pay isn’t very high. I like my job, however the pay isn’t very high. Points: 1 / 1 Use a semicolon before a conjunctive adverb that separates two independent clauses. Some of the most common conjunctive adverbs are therefore, consequently, however, and moreover. Correct We are accepting applications for an administrative assistant, an entry-level interactions designer, a systems analyst, and a programmer. We are accepting applications for: an administrative assistant; an entry-level interactions designer; a systems analyst; and a programmer. We are accepting applications for; an administrative assistant; an entry-level interactions designer; a systems analyst; and a programmer. Points: 1 / 1 Use colons after complete thoughts that introduce a list of items; however, do not use a colon with a list that immediately follows a preposition or a to be verb (is, are, was, were, and so on). Choose the correct punctuation to complete the sentence. Our CFO gave threemonths’ Correct notice before his retirement. Points: 1 / 1 Use apostrophes to show ownership, origin, authorship, or measurement. If the ownership word does not end in an s sound, add an apostrophe and an s to the ownership word. If the ownership word ends in an s sound, add only an apostrophe. Choose the correct punctuation to complete the sentence. After reviewing our document, Linda remarked,“Well done!” Correct Points: 1 / 1 Use quotation marks to enclose the exact words of a speaker or writer, including the exclamation point or question mark if the quoted words represent an exclamation (as in this case) or a question. True or False: In this country, semicolons and colons are always placed inside closing quotation marks. ``` True Correct False Points: 1 / 1 In this country, periods and commas are always placed inside closing quotation marks; semicolons and colons are always placed outside closing quotation marks; and question marks and exclamation points may go either inside or outside closing quotation marks, as determined by the form of the quotation. ```

Answer 25

2. Workplace Messaging and Texting Instant messaging (IM) enables users to communicate in real time via the Internet. Complete the following sentence about instant messaging. IM communication tends to be conducted in real time Correct . Points: 1 / 1 Instant messaging is designed for brief and fast messages. Unlike e-mail, IM provides no advanced formatting options. IM conversations tend to take place in real time over computers or mobile devices, but they are not usually face-to-face conversations. IM is increasingly used by businesses. Identify the reasons workers find IM useful. Check all that apply. Correct Unobtrusiveness Correct Cost savings Incorrect Security Incorrect Productivity loss Correct Speed Incorrect Control Points: 1 / 1 Before using instant messaging on the job, obtain permission and follow best practices for professional use. Choose the best answer for the following. To avoid litigation and security issues, you should: Correct Not use IM to send confidential or sensitive information Make yourself unavailable when you need to complete a project or meet a deadline Respect receivers by employing proper grammar, spelling, and proofreading Points: 1 / 1 To avoid litigation and security issues, do not use IM to send confidential or sensitive information. Read the following IM transcript and answer the question. Gene Kestler: Did you hear about the new customer ? Gene Kestler: Dude! Where are you! We need to talk NOW! Gene Kestler: Come on Herb. I know you’re there and this is BIG Does the preceding IM transcript apply professional best practices? ``` Yes Correct No Points: 1 / 1 No, this transcript does not follow professional best practices. It expects an immediate response and indicates confidential or otherwise inappropriate information for a text message ```

Answer 26

4. Blogging for Business Blogging on a regular basis represents an enormous opportunity for growth and a far-reaching presence. Check all that apply How do organizations utilize blogs? Check all that apply. Incorrect To conduct group performance evaluations Correct Viral marketing Correct To attract a vast audience Correct To build brands Correct For crisis communications Points: 0.8 / 1 Corporate blogs create virtual communities, build brands, and develop relationships. Blogs are part of a social media strategy to create engagement, resulting in customers’ goodwill and brand loyalty. Companies use blogs for public relations, customer relations, crisis communication, market research, viral marketing, internal communication, online community building, and recruiting. Because blogs create large virtual communities, they are not appropriate for confidential information, including performance evaluations. When seeking collaboration on writing instructions for product use before releasing the information to the consumer, which method would yield the best results? Incorrect Blog Correct Wiki Podcast Points: 0 / 1 Confidential would not be shared on a blog as it is too public of a forum. A better choice would be a wiki with a very specific set of collaborators. Since podcasts are recorded, they require time to script and record. A wiki allows people to edit and change information that is posted. In the event of a crisis, leadership needs to share decisions quickly, but should not allow anyone in the virtual community to change the information presented by the organization. Companies can use blogs to share late-breaking news of tidbits of interest to employees. This is an example of internal communication Correct Points: 1 / 1 An organization’s blog is a natural forum for late-breaking news, especially when a crisis hits. Some blogs are set up for internal use only, and late breaking news or other tidbits of interest would be appropriate for an internal blog. Blogs that are made available to the general public would also share news and tidbits, but news of interest to the public, not just employees Blogs take the same care and attention as other business writing. Check all that apply Which of the following will help you make the best impression possible with your blog? Check all that apply. ``` Correct Use a catchy title Correct Edit Correct Include a call to action Incorrect Don’t respond to negative posts Incorrect Avoid visuals Correct Provide details in the body Incorrect Spend the most time on details Points: 0.71 / 1 There are seven tips for master bloggers. Those include crafting a catchy but concise title, creating a thought provoking opening paragraph, providing details in the body, considering visuals when appropriate, include a call to action, edit and proofread, and respond to posts respectfully. ```

Answer 27

5. Social Networking for Business Social networking sites such as Facebook and Twitter are used by businesses much in the same way that blogs, podcasts, and wikis are. Social networking sites provide a platform for businesses to connect with customers and employees, share news, exchange ideas, and build networks. As a professional, you will need to understand how to harness the power of social networking to promote your career and your organization. Which of the following is an example of how businesses use social networking? Janice MacMann, the CEO of BrightStar Productions, uses Facebook to connect with family and friends. BrightStar Productions uses Twitter to identify lurkers. Correct BrightStar Productions uses a Facebook fan page to connect with customers and market new films. Points: 1 / 1 Many organizations use social networking in positive ways to harness the power of online communities. Companies use networks like Facebook and Twitter to connect with customers and create buzz. Other organizations use social networks to facilitate collaboration and teamwork within the company. Networking sites have become increasingly important for building professional networks. Sites such as LinkedIn are used to help job seekers and recruiters connect; therefore, it is important for potential candidates to craft their profileswith the care they would use in crafting a résumé Correct . Points: 1 / 1 One of the great values of professional networking sites is that they are an excellent tool for recruiting. Consequently, job seekers should craft their profiles with the care they would use in crafting a résumé. Professional profiles should not reflect the same characteristics as a personal Facebook profile. Professional profiles should highlight as many professional qualifications and achievements as possible. Read the scenario, and then answer the question. Xochi is a corporate PR consultant. She has many clients and work like to allow workers to tag, follow, and view activity feeds from clients. What tool should Xochi use to search and manage this information? Blogs Correct Enterprise social media network Social bookmarking Points: 1 / 1 Enterprise social media network The advantage of enterprise social media networks is that they are searchable, enabling workers to tag, follow, view activity feeds, and more. Users can access and send information more efficiently than by e-mail alone. Blogs will not help Xochi search through many sites for information. However, if there is a blog that Xochi would like to follow, she can subscribe to its RSS feed for updates. Social bookmarking is not useful for Xochi since she monitors information. Social bookmarks provide an easy way to link and share content. What are the risks of social networking for businesses? Check all that apply. ``` Correct Sharing of sensitive information Incorrect brand evangelism Correct Embarrassing employee posts Correct Cyber criminals Points: 1 / 1 Mangers worry about incurring productivity losses, compromising trade secrets, attracting the wrath of Internet audiences, and facing embarrassment over inappropriate and damaging employee posts. Moreover, network administrators worry about legal compliance, privacy laws, and the protection of data from malware and cybercrime introduced by employees’ sharing information on social networks. Brand evangelism sells the brand using social media. Brand evangelism is a benefit to an organization's social media effort. ```

Answer 28

6. Grammar/Mechanics Checkup 5: Prepositions and Conjunctions Complete the following sentences with the best option. Whichtype of pen Correct would you like me to order? Points: 1 / 1 Prepositions are connecting words that join nouns and pronouns. Use prepositions to improve the clarity and correctness of your writing. Avoid unnecessary prepositions, especially at the end of a sentence. Type of pen is the best choice in this sentence. The addition of the preposition makes the sentence clearer and correct. Have you seen Brian? No one seems to know where heis Correct . Points: 1 / 1 Prepositions are connecting words that join nouns and pronouns. Use prepositions to improve the clarity and correctness of your writing. Avoid unnecessary prepositions, especially at the end of a sentence. At is an unnecessary preposition in this sentence. Select the sentence where the idea is clearer. ``` Correct Keep the paper near the printer. Keep the paper near to the printer. Points: 1 / 1 Prepositions are connecting words that join nouns and pronouns. Use prepositions to improve the clarity and correctness of your writing. Omit unnecessary prepositions. ``` Correct His office is much cleaner than hers. His office is much cleaner then hers. Points: 1 / 1 Don’t confuse the adverb then with the conjunction than, which is used to show comparison. Incorrect Ethical behavior is when you follow accepted principles of right and wrong. Correct Ethical behavior involves following accepted principles of right and wrong. Points: 0 / 1 Avoid using when inappropriately.

Answer 29

3. Direct Claims Claim letters record complaints and often seek the correction of a wrong action. Complete the following sentence about claim letters that use a direct approach. The direct strategy is best for simple claims that requireno persuasion Correct . Points: 1 / 1 Direct claim letters are taken more seriously than e-mails and provide a written account of what happened. When you expect the receiver of the claim to agree with you, you should use a direct approach because no persuasion is required. What should you include in the opening of a direct claim letter? An explanation of the problem A justification of your request Correct A clear statement of the desired action Points: 1 / 1 When the remedy is obvious, state your expectation immediately in the opening. If it is less obvious, you might ask for a change of policy or an explanation. Select the most appropriate opening for a direct claim letter when the remedy is obvious. Correct Please send me a full refund for the Stratus Balance Ball I recently purchased on your website. Yesterday, the Balance Ball box arrived empty. I recently purchased a Stratus Balance Ball. The box arrived empty yesterday. When I opened the box, I expected to find the ball, but there was only a hand pump in the box. Because I did not receive the actual Balance Ball, I would like a full refund. Please consider my request. I recently purchased a Stratus Balance Ball through your website. The box came yesterday, but there was no Balance Ball inside. I would like a refund, please. Points: 1 / 1 “Please send me a full refund for the Stratus Balance Ball I recently purchased on your website. The Balance Ball box arrived empty yesterday” is the best option. When the remedy is obvious, state it immediately. What should the body of the claim letter do? Check all that apply. Correct Provide specific details about what went wrong. Correct Include an angry statement explaining your ideas. Correct Avoid blame or accusation. Correct Document facts logically, objectively, and unemotionally. Correct Suggest you will continue business once the problem is resolved. Points: 0.6 / 1 The body of a claim letter should explain the problem and justify the request by documenting the facts logically, objectively, and unemotionally; by providing specific details about what went wrong; and by avoiding blame and accusation. Although sending copies of pertinent documents is a good idea, do not send originals. Increasingly consumers are using social media to voice complaints that have not been resolved through other means. How are organizations responding to social media complaint? Ignoring all comments made anonymously Paying consumers to post positive comments. Correct Replying to customer gripes with tools like Instagram and Twitter Explaining exactly what the customer did wrong and why the company won’t give in to social media rebukes Points: 1 / 1 Increasingly, businesses are beefing up their customer service with social media specialists who field complaints on Facebook, Instagram, and Twitter. However, companies are very careful not to place blame on consumers; rather, they work to correct the problem. While some will post anonymously, this does not mean the post doesn’t have merit; it should be responded to as any other post would be. Additionally, It is unethical and illegal to pay consumers to post positive comments, and those who receive payment (or gifts) must say so in their post. Which of the following is most likely to achieve a positive corporate response when you are posting a complaint on a social media site? Post only positive comments online and use other social media to make negative comments Keep comments anonymous Correct Focus on facts and support them Gush about how much you like the company and the products Points: 1 / 1 You can establish your credibility by zeroing in on your objectives and focusing only on the facts, offering support for them. When you gush about how much you like a product or the company, you can sound insincere and off-putting. Comments posted on social media, whether negative or positive, are permanent, regardless of where the comments were posted. Be open, even anonymous comments can be tracked down. Privacy policies do not protect writers from subpoenas.

Answer 30

6. Grammar/Mechanics Checkup 6: Commas 1 Choose the correct comma placement. Beth, who is the outgoing district attorney, Correct is going to work for our firm. Points: 1 / 1 The clause “who is the outgoing district attorney” is not necessary to identify the subject. Therefore, you must place commas before and after the internal sentence interrupter. Which of the following sentences is correctly punctuated? As I walked down the street I saw someone I worked with, five years ago. As, I walked down the street I saw someone I worked with five years ago. Correct As I walked down the street, I saw someone I worked with five years ago. Points: 1 / 1 Sentences that open with dependent clauses (often introduced by words such as “since,” “when,” “if,” “as,” “although,” and “because”) require commas to separate them from the main idea. Choose the correct comma placement. I intended to go to the evening meeting, but Correct it is scheduled for the same time as the main speaker’s presentation. Points: 1 / 1 In this sentence, “but” is one of the seven coordinating conjunctions (for, and, nor, but, or, yet, so). A coordinating conjunction links two independent clauses. When you write two independent clauses with a coordinating conjunction between them, place a comma before the conjunction. Which of the following sentences is correctly punctuated? Correct Juan plans to travel from Santa Fe, New Mexico, to Boulder, Colorado, for business. Juan plans to travel from Santa Fe New Mexico to Boulder Colorado for business. Incorrect Juan plans to travel from Santa Fe, New Mexico to Boulder, Colorado for business. Points: 0 / 1 When you write a city and state in the middle of a sentence, always use a comma after both city and state. Which of the following sentences is correctly punctuated? Send the report to Eleanor Rigby, 3849 68th Street San Jose CA 94856. Correct Send the report to Eleanor Rigby, 3849 68th Street, San Jose, CA 94856. Send the report to Eleanor Rigby 3849 68th Street San Jose, CA 94856. Points: 1 / 1 When writing addresses, use commas to separate all units except the two-letter state abbreviation and the ZIP code. Which of the following sentences is correctly punctuated? Correct The team met late on Tuesday and reconvened on Wednesday. The team met late on Tuesday and, reconvened on Wednesday. The team met late on Tuesday, and reconvened on Wednesday. Points: 1 / 1 Before inserting a comma, test the two clauses. Are they both independent? Does each include a subject, a verb, and a complete thought? If an independent clause is followed by a dependent clause, no comma is necessary. Choose the correct comma placement. I am an investor in the company, and Correct you need to address my concerns. Points: 1 / 1 In this sentence, “and” is one of the seven coordinating conjunctions (for, and, nor, but, or, yet, so). A coordinating conjunction links two independent clauses. An independent clause is a word group that contains a subject and a verb and that can stand alone as a complete sentence. If you write two independent clauses with a coordinating conjunction between them, place a comma before the conjunction. Which of the following sentences is correctly punctuated? That business began operations on June 18 2008 and continues to be profitable. That business began operations on June 18, 2008 and continues to be profitable. Correct That business began operations on June 18, 2008, and continues to be profitable. Points: 1 / 1 When you write three-part dates, use a comma before and after the year. Which of the following sentences is correctly punctuated? If you must bring a suitcase at least bring the smaller one. If, you must bring a suitcase at least bring the smaller one. Correct If you must bring a suitcase, at least bring the smaller one. Points: 1 / 1 Sentences that open with dependent clauses (often introduced by words such as “since,” “when,” “if,” “as,” “although,” and “because”) require commas to separate them from the main idea. Identify which rule applies to the following sentence. To maintain a good work ethic, one must commit to excellence. Place a comma after a dependent clause. Correct Use a comma after an introductory phrase including infinitive phrases. Avoid unnecessary commas. Points: 1 / 1 Put a comma after an introductory phrase including infinitive phrases. An introductory infinitive phrase is a type of verb phrase that begins a sentence and starts with the word “to,” which is followed immediately by a verb.

Answer 31

2. Request, Response, and Instruction Messages Business letters can be used to request information or action. Familiarize yourself with the organization of these direct request letters so that you can communicate your purpose and achieve a positive outcome. The opening of a direct request letter shouldask the most important question Correct or express a polite command. Points: 1 / 1 A direct request for information or action should open with a polite command or the most important question. The body of the message should explain the request clearly and logically, and it should include further questions if necessary. The closing of the letter should request specific action with an end date and show appreciation. Read the following scenario, and answer the following question. The office manager asks you for advice on how to structure a request letter with numerous questions. What advice would you give? Ask easy yes or no questions. Put a question mark after a disguised command. Correct Itemize or bullet information and questions and use parallel form for balanced construction. Points: 1 / 1 Using itemized or bulleted lists and parallel form to structure your questions in a request letter will create grammatical balance and improve the readability of the message. The quality of information obtained from a request letter depends on the clarity of the inquiry. What techniques can you use to make your request clear? Check all that apply. Correct Organize your ideas. Correct Itemize information to improve readability. Correct Set an end date when appropriate. Incorrect Use the recipient’s first name. Correct Frame your request logically. Points: 0.8 / 1 Write clear requests by analyzing your needs, organizing your ideas, framing your request logically, itemizing information, making lists parallel and balanced, requesting a specific action, and providing a clear end date when appropriate. In the workplace, you will often write messages that reply directly to requests for information or action. Using the direct message pattern will help you respond clearly and effectively. Complete the following sentence with the best choice. Effective direct reply lettersavoid wordy, drawn-out openings Correct . Points: 1 / 1 Avoid wordy, drawn-out openings. Instead, be direct and efficient; place the most important information first. Readers want an answer to their inquiry immediately. Read the following selection, and answer the following question. Dear Ms. Hunter: Subject: Credit Reimbursement Request for Account #45673 Your account will be credited for the erroneous charges. Thank you for bringing this error to our attention. You will receive credit notification by mail in 5–7 working days. True or False: This is an effective beginning for a direct reply letter. Correct True False Points: 1 / 1 True. This is an effective beginning for a direct reply letter because the opening is direct, placing the most important information first, and it includes a clear and specific subject line that is located below the salutation. Which strategy will make your direct response most useful for the recipient? Correct Arrange your information logically. Close pleasantly and quickly. Build goodwill through emphatic statements. Points: 1 / 1 Direct replies are most helpful when you arrange your information logically. What strategies should a direct response message use? Check all that apply. Correct Place the most important information first. Incorrect Close with an open-ended question to promote dialogue. Correct Include personal references to your own experience. Correct Use graphic devices to make the message more readable. Correct Identify previous correspondence and the reason for writing in the subject line. Points: 0.8 / 1 Effective direct reply letters identify the subject in the subject line and any previous correspondence, place the most important information first, list answers to the customer’s questions in the order asked, use graphic devices to make the message more readable, help readers find additional information by providing clear references, and close pleasantly with a forward-looking statement. Complete the following sentence with the best choice. Online customer reviews may serve as a free and efficient crowdsourced Correct quality-control system. Points: 1 / 1 Savvy businesses can use customer reviews as a kind of crowdsourced quality-control system, allowing them to identify and fix product and distribution issues quickly. Which of these guidelines should you follow when responding to customers online? Check all that apply. Correct Don’t admit mistakes. Correct Correct mistakes politely. Correct State your name and position. Correct Put off responding until you have answers. Correct Own up to problems and mistakes. Points: 1 / 1 When responding to customers online, be positive, transparent, honest, timely, and helpful. Read the following selection, and answer the following question. Dear Ms. Masters: Thanks for writing us about your upcoming travel plans. Who doesn’t want to go to China? If you’re wanting to book travel, you can use the form on our website. First, you’ll want to go to our website. After that, there’s a field for your travel dates. The process is pretty much self-explanatory from there. True or False: This is an effective organization for an instruction message. ``` True Correct False Points: 1 / 1 False. This is not an effective organization for an instruction message. There is no subject line, and the opening does not state the main idea concisely. The instructions are not arranged vertically, they do not use the imperative, and they are not complete. The rhetorical question “Who doesn’t want to go to china?” distracts from the message and adds no value. There is no closing. ```

Answer 32

5. Managing Bad News within Organizations Delivering bad news within an organization might involve sharing bad news with your boss or another employee in person or in writing. Use a tactful tone and a reasons-first approach because these techniques will help preserve friendly relations. Determine whether you need to use a direct or an indirect strategy based on the anticipated reaction of your audience. Fill in the blank with the most appropriate answer. You shouldprepare and rehearse Correct when personally delivering bad news within organizations. Points: 1 / 1 Create an outline of what you plan to say before confronting someone. This will ensure that you deliver your news with confidence and coherence. Read the following scenario, and answer the following question. You are the president of a company and have decided to relocate and take another leadership position. What should you do when delivering the bad news to your organization? Check all that apply. Correct Offer little explanation. Correct Communicate the news openly. Correct Let employee rumors communicate the news. Correct Offer a clear, sincere explanation. Points: 1 / 1 Avoid lowering the morale of your employees. Maintain open communication and offer clear, sincere explanations. True or False: When refusing internal requests, it is a good idea to announce the bad news quickly, even if the news might be painful. True Correct False Points: 1 / 1 False. Refusing internal requests often calls for an indirect strategy. Providing adequate reasons and realistic alternatives helps maintain goodwill and a positive working environment. Darnell is an administrative assistant for a classic car company specializing in Ford Mustangs. The manager of the shop asks him to proofread a message she is going to send to all employees. Read the message, and answer the following questions. Date: May 10 To: All Employees From: Anne Leller Manager, Classic Car Restoration Inc. Subject: Three Shelby Mustangs You all have to work overtime next week because we must have the three 1965 Shelby Mustangs ready for Bruce Willis, one of our best clients. We have to make sure to use all original engine parts and to add a top-of-the-line clear coat on all three cars. Additionally, the client purchased the original radios for each car, so we have to install those too. I apologize for any inconvenience, but, unfortunately, I am unwilling to make exceptions to this request. What critique can Darnell make of the opening of the letter? Correct Delivers the bad news too quickly Avoids showing reader benefits Incorrect Uses an implied refusal Points: 0 / 1 When delivering bad news, use a buffer in your opening to reduce shock or pain. Begin with a neutral but meaningful statement that encourages the reader to continue reading. What error should Darnell identify in the body of the letter? Incorrect Demonstrates that the matter was taken seriously Incorrect Uses negative words Correct Fails to offer a clear explanation Points: 0 / 1 Providing a clear explanation reduces bad feelings and improves the chances that your reader will accept the bad news.

Answer 33

4. Refusing Typical Requests and Claims Choose the best answer for each of the following questions about refusing direct requests and claims. When refusing typical requests: Focus on negative elements Concentrate on the refusal Correct Transition with the repetition of key ideas Points: 1 / 1 Transition between the buffer and reasons with the repetition of key ideas that are positive. When a company must refuse a request for a donation to a charitable organization, how should the refusal message be focused? Correct On the positive attributes of the charitable organization On the state of not-for-profit giving and donation cycles On the myriad reasons why the company is unable to donate Points: 1 / 1 When a company must refuse a request for a charitable donation of time, resources, or money, the refusal message should use an indirect strategy and focus on the positive attributes of the charitable cause rather than on the refusal. True or False: When refusing an internal request, it is not a good idea to provide an alternative. True Correct False Points: 1 / 1 False. Refusing internal requests often calls for an indirect strategy. Providing adequate reasons and realistic alternatives helps maintain goodwill and a positive working environment. Read the following scenario, and refusal letter and answer the following question. You are the owner of a small chain of coffee shops. You were recently invited to a local business luncheon hosted by the mayor of your city, but you cannot attend the event. You send the following invitation refusal letter. WhichBrew Coffee Company 4356 Bean Plaza Blend, OR 98675 (333) 349-3432 May 13, 2009 Mayor Darnell Goldman City Hall 3495 Galvin Boulevard Blend, OR 98675 Dear Mayor Goldman: Your hard work during your last three months in the office has clearly paid off. The downtown beautification project is a colorful success with the addition of potted plants, flower beds, and window boxes. Thank you for being an integral part of what is now a pleasant environment for downtown shoppers and visitors. I feel privileged to have received an invitation to your downtown business owners luncheon next month. Although I must decline your invitation, it is for a reason I am sure you can appreciate. WhichBrew is now ready to open a series of bakeries called WhatDough. The grand opening of our first WhatDough bakery is on the day of your luncheon. Because I would love to have the opportunity to visit with you, may I invite you to cut the ribbon at our next WhatDough grand opening? I am aiming for the second week of August, but I will call to confirm the date and time. The people who come into our stores are friendly and value this community. You have helped develop this positive attitude through your dedication to downtown redevelopment. Thank you again for the invitation. I will contact you next week regarding the date and time of our next grand opening ceremony. Sincerely, Eleanor Lalime True or False: The closing of this message follows the writing plan for refusing routine requests. Correct True Incorrect False Points: 0 / 1 True. The closing of a refusal for a routine request should renew good feelings with a positive statement and avoid referring to the bad news. When delivering bad news to customers, use an indirect strategy as you would with other bad news messages, and maintain a positive tone. Occasionally, companies disappoint their customers. Whenever possible, these problems should be addressed immediately. Choose the best answer for the following question about handling customer problems. What is the first step you should take when a problem arises? Correct Call the individual customer. Explain to the customer what they did that caused the problem. Disguise the problem as a “technical error.” Points: 1 / 1 Businesses must occasionally respond to disappointed customers. Whenever possible, these problems should be dealt with immediately and personally. Most business professionals strive to control the damage and resolve such problems in the following manner: • Call or e-mail the individual immediately. • Describe the problem and apologize. • Explain why the problem occurred, what they are doing to resolve it, and how they will prevent it from happening again. • Promote goodwill by following up with a print message that documents the phone call. Read the following scenario, and answer the following question. You are the owner of a global office furniture company based in New York City. One of your large retailers in Mexico City informs you in an e-mail that the last shipment of desk chairs did not arrive. You check the shipping records, find the shipping date, call the shipper, and locate the missing shipment. You guarantee its delivery in four days. You then e-mail the retailer to explain the new shipping date, and you ask your office manager to write a letter to the retailer. The office manager asks you why you would choose to send a letter. What is your response? Check all that apply. Correct I need to establish a record of the incident and promote good relations. Incorrect It is a faster way to communicate. Correct I already contacted the client via e-mail, and I need to confirm our follow-up procedures. Incorrect I don’t want there to be a record of this incident. Points: 0.75 / 1 Dealing with problems immediately is very important for resolving conflict and retaining goodwill. But formal letters are often important to establish a record of the incident, to formally confirm follow-up procedures, and to promote goodwill. What are your goals when writing a letter denying credit? Check all that apply. Correct Avoiding language that causes hard feelings Incorrect Raising false expectations Correct Avoiding disclosures that could cause a lawsuit Incorrect Including disclosures that could cause a lawsuit Points: 0.75 / 1 You want to encourage credit applicants to continue doing business with your organization. Be honest and straightforward with your reply, and avoid accusatory or negative language. Don’t make promises you can’t fulfill or statements that might result in a lawsuit.

Answer 34

6. Grammar/Mechanics Checkup 7: Commas 2 The following questions will test your knowledge of comma usage. Identify the comma error(s) in the following sentences and choose the best revision. Although you may not have received the e-mail we have been informed that the division head of the Finance Department is leaving at the end of the month. Although you may not have received the e-mail, we have been informed, that the division head of the Finance Department is leaving, at the end of the month. Although you may not have received the e-mail we have been informed, that the division head of the Finance Department, is leaving at the end of the month. Correct Although you may not have received the e-mail, we have been informed that the division head of the Finance Department is leaving at the end of the month. Points: 1 / 1 Although you may not have received the e-mail is a dependent clause functioning as an introductory element and should be followed by a comma. That the division head of the Finance Department is leaving should not be set off by commas. It is essential to the meaning of the sentence. Please turn off the AC when you leave the warehouse and make certain you don’t forget to set the alarm unleash the dogs chain the gate and activate the automatic floodlights. Please turn off the AC, when you leave the warehouse, and make certain you don’t forget to set the alarm unleash the dogs, chain the gate and activate the automatic floodlights. Correct Please turn off the AC when you leave the warehouse, and make certain you don’t forget to set the alarm, unleash the dogs, chain the gate, and activate the automatic floodlights. Please turn off the AC when you leave the warehouse, and make certain you don’t forget to set the alarm unleash the dogs chain the gate and activate the automatic floodlights. Points: 1 / 1 Set the alarm, unleash the dogs, chain the gate, and activate the automatic floodlights is a list of three or more items; place commas between each item. Please turn off the AC when you leave the warehouse, and make certain you don’t forget to set the alarm, unleash the dogs, chain the gate, and activate the automatic floodlights is a compound sentence with a coordinating conjunction and requires a comma before the conjunction. Bernice was waiting for a letter of support from Alice Delany PhD with the United Way Foundation in Fort Worth Texas. Incorrect Bernice was waiting for a letter of support from Alice Delany, PhD with the United Way Foundation, in Fort Worth Texas. Bernice was waiting for a letter of support from Alice Delany, PhD, with the United Way Foundation in Fort Worth, Texas. Bernice was waiting for a letter of support from Alice Delany PhD, with the United Way Foundation, in Fort Worth Texas. Points: 0 / 1 Use commas to enclose each item in professional titles and academic degrees. The second element in a geographical name should be separated by a comma. Which of the following sentences are correctly punctuated? Check all that apply. Correct The presentation noted that the company had sold more than 450000 widgets last year. Correct Since the embezzlement scandal, the CFO has had a sour look on his face. Correct The report appendices, including those that chart revenue gains for the past two years, can be found in the back pocket of your folder. Correct LinoPrint Inc. would like to hire an additional printmaker but the cost is prohibitive. Correct Justin Michael Katy, and Patricia have been assigned to Workgroup C. Points: 1 / 1 Use commas to: • Set off introductory elements that consist of five or more words, verbal elements, or a dependent clause. • Separate three or more elements in a list. • Precede a coordinating conjunction that joins two independent clauses. • Set off the second item in a geographical location. • Set off items in dates (except the month and day) and items in addresses (except the street number and name and the state and zip code). Justin, Michael, Katy, and Patricia have been assigned to Workgroup C requires commas between the four elements in the list. The presentation noted that the company had sold more than 450,000 widgets last year requires a comma because the number has more than three digits. LinoPrint Inc. would like to hire an additional printmaker, but the cost is prohibitive requires a comma before the coordinating conjunction.

Answer 35

1. Communicating Negative News Effectively At some point, everyone will have to deliver bad news. The bad feelings associated with this type of message can be alleviated if the receiver knows the reason for the bad news, feels the news is revealed sensitively, thinks the matter is treated seriously, and believes that the decision is fair. When applying these strategies, make sure to follow the writing process and determine whether to use a direct or an indirect pattern in your message. Read the following scenario, and answer the following question. Your company started using a new shipping company two months ago. During your short relationship with the company, you notice that it regularly inflates its shipping rates, fails to meet scheduled deliveries, and loses packages. You decide to write a letter to them ending the business relationship. What are your goals when responding to the previous scenario? Check all that apply. Incorrect To encourage follow-up correspondence from the receiver Correct To convey fairness Correct To avoid creating legal liability for your company Correct To ensure that the company knows you are angry Correct To make the receiver understand the bad news Points: 0.6 / 1 Choose your words and tone carefully when delivering bad news. Be fair and stay away from placing blame and saying things that might cause legal problems. Do not include statements that would encourage further communication such as, “If you have questions, do not hesitate to contact me.” Which of the following indicates your desire to continue to have pleasant interactions with the receiver? Being objective Being firm Being ambitious Correct Maintain friendly relations Points: 1 / 1 Maintain friendly relations. A final goal is to demonstrate your desire to continue pleasant relations with the receivers and to regain their confidence. Being objective does not allow you to view the readers point of view and respond appropriately to their concerns. Being firm may lead to hard feelings. When appropriate, accept blame and apologize without creating negative social media feedback Incorrect for yourself of the organization. Points: 0 / 1 When appropriate, accept blame and apologize without creating legal liability for your organization or yourself. False promises could create legal liability. Social media feedback may be out of your control, but negative feeds should be avoided. Solving problems will cost an organization money, and accepting the blame and apologizing does not eliminate the need to fix the problem.

Answer 36

2. Planning and Writing Persuasive Requests In a business environment, persuasion is critical to success. Persuasion is necessary when you anticipate resistance or when you are making more than routine demands. Which of the following are elements of effective persuasion? Check all that apply. Correct Establishes credibility Correct Explains logically and concisely the purpose of the request Incorrect Involves coercion or trickery Correct Proves the merits of your proposal Incorrect Deceives and fabricates evidence Points: 1 / 1 Effective persuasion depends on the reasonable presentation of the benefits of a request. Your persuasive message should build interest; explain logically and concisely the purpose of the request; use statistics, facts, expert opinions, examples, and direct and indirect benefits; reduce resistance; anticipate objections and offer counterarguments; establish credibility; show the value of your proposals; and request specific, easy-to-take actions. Fill in the blank with the most appropriate answer. To overcome possible resistance from the reader, the writer shouldlay a logical foundation Correct before delivering the request. Points: 1 / 1 Persuasive requests are generally more effective when they are indirect. An indirect persuasive request lays a logical foundation for the request by preceding the request with reasonable explanations and reader benefits. Read the following message, and answer the following questions. Dear Mr. Sanchez: Your efforts to promote ethical business practices in our city have drawn national recognition. You are an excellent role model for all our citizens, especially our youth. [BUILD INTEREST] Last year, after learning about the importance of ethical leadership, students who attended our conference returned to their home schools and implemented a total of nine ethics and leadership initiatives. One of these initiatives included a project in which students researched ethical leaders in the local community. Naturally, the students encountered much of your work and have humbly requested your presence at the Ethics and Leadership for Youth conference this year. Therefore, we would like to invite you to be the keynote speaker for the second annual ELY conference. The keynote address is scheduled for 10 a.m., Friday, April 16, in the Jackson High Memorial Auditorium. Our students would be honored by your presence. If you are able to join us, please call me at (555) 673-3333 by March 15 to make arrangements. Sincerely, Jan Sanduccino, Principal Jackson High School Which of the following paragraphs most effectively completes the [BUILD INTEREST] section of this message? Next month Jackson High School, in partnership with the Decatur Chamber of Commerce, will be hosting our second annual Ethics and Leadership for Youth conference. This conference is great. Lots of kids show up and have fun. A swell time is had by all who attend. In fact, this year we are increasing our enrollment to accommodate more students from neighboring school districts. We are excited that so many students are interested in ethics. Correct Following your leadership, next month Jackson High School, in partnership with the Decatur Chamber of Commerce, will be hosting our second annual Ethics and Leadership for Youth conference. Last year the ELY conference had more than 1,500 attendees from district high schools. This year we are increasing our registration to accommodate 750 more students from neighboring school districts. We are excited that so many students are interested in promoting ethics and leadership in their community. Points: 1 / 1 Why is the closing of this message effective? Correct It motivates action and makes it easy to accept. It promotes ethical leadership. It is vague and unspecific. Points: 1 / 1 “Following your leadership, next month Jackson High School, in partnership with the Decatur Chamber of Commerce, will be hosting our second annual Ethics and Leadership for Youth conference. Last year the ELY conference had more than 1,500 attendees from district high schools. This year we are increasing our registration to accommodate 750 more students from neighboring school districts. We are excited that so many students are interested in promoting ethics and leadership in their community” is the most appropriate choice because it builds reader interest with facts and specific details. An effective closing motivates a specific action and makes it easy to accept the request. The purpose of this closing is to motivate Mr. Sanchez to make a speech, not to promote ethical leadership. Effective claim and complaint messages: Accuse the receiver of intentionally creating the problem Correct Adopt a moderate tone Use an irrational tone Points: 1 / 1 A successful persuasive claim or complaint uses a rational, moderate tone and avoids accusations.

Answer 37

4. Crafting Persuasive Messages in Digital Age Organizations When persuading within organizations, pay special attention to power relationships and whether the person you are writing to is your subordinate or superior. Fill in the blank with the most appropriate answer. A successful persuasive message to subordinates should usea conversational tone Correct . Points: 1 / 1 Use a conversational tone to convey a caring attitude. Avoid sounding preachy or parental. Employees don’t appreciate being treated like children. Which of the following are elements of an effective persuasive message to a superior? Check all that apply. Correct Sound pushy and argumentative Correct Describe benefits and risks involved Correct Use a sensitive tone Correct Ignore risks Correct Provide evidence Points: 1 / 1 Proving a case requires evidence. Be ready to back up your arguments with specific facts and figures. Demonstrate that you have thought through your suggestions by describing the risks and benefits with a sensitive tone. Today, employees no longer expect managers to be just information providers. A shift in authority affects both the strategies and the tone of workplace persuasive messages. Select the correct response Ms. Jones, the CEO of First Bank, is hoping that her employees will buy into a new performance review system. Which of the following statements would be most likely to help Ms. Jones achieve that buy-in? Correct We need this new performance system so that you will be rated fairly. Tell me what you think about the system. What's the best part of it in your mind? Six companies in our industry have new performance systems. We need one too, and we're going to start using it today. The new performance system starts on Tuesday of next week. Be prepared to use it. If you don't agree to use this new performance system, I'll be forced to reduce the wages of everyone in the company. Points: 1 / 1 If Ms. Jones wants buy-in from her employees, she needs to use a participatory style and bank on persuasion to achieve her goals. She can do that by explaining the advantages of the new system and asking her employees what they think. The idea of reducing wages is a threat, while telling employees to be prepared to use the new system is a directive. Telling employees about what other companies in the industry are doing is a very direct approach, and persuasion is more often accomplished with an indirect approach. Which example requires persuasion from the manager? Requesting details on how to perform a job Giving instructions for answering the phone Correct Asking a colleague to join a leadership panel Giving instructions on how to format a report Points: 1 / 1 Messages such as information about how to perform a job still use the direct strategy, with the purpose immediately stated. Examples would include instructions on things such as report format, using equipment etc. Joining a leadership panel is not a routine part of most positions, and persuasion would work well here. Because many executives today rely on buy-in instead of exercising raw power, messages flowing downward require attention to tone. Select the best choice Persuasive requests coming from a trusted superior Correct are more likely to be accepted. Points: 1 / 1 Persuasive requests coming from a trusted superior are more likely to be accepted than requests from dictatorial executives who rely on threats and punishments to secure compliance. Direct orders may be carried out but are not always accepted by employees.

Answer 38

6. Grammar/Mechanics Checkup 8: Commas 3 The following questions will test your knowledge of comma usage. Identify the comma error(s), and choose the best revision. Please welcome Mr. Michael Mikes, Jr., our lead intern. Please welcome Mr. Michael Mikes Jr., our lead intern. Correct No error Please welcome Mr. Michael Mikes, Jr. our lead intern. Points: 1 / 1 Degrees following an individual’s name are set off by commas. Abbreviations such as Jr. and Sr. are also set off by commas unless the individual prefers to omit commas. Yesterday we ran 27 new customer transactions; today none. No error Yesterday we ran 27 new customer transactions, today, none. Correct Yesterday we ran 27 new customer transactions; today, none. Points: 1 / 1 A comma is used to show omitted words where the meaning is understood. In this sentence the comma shows the omission of we ran. “Open the side panel” she instructed, “and remove the paper jam.” “Open the side panel” she instructed “and remove the paper jam.” “Open the side panel,” she instructed “and remove the paper jam.” Correct “Open the side panel,” she instructed, “and remove the paper jam.” Points: 1 / 1 Commas are used to separate short quotations from the rest of the sentence. When the quote is divided, use two commas. The closer, you get, the farther, you are. The closer you get the farther you are. The closer you get, the farther, you are. Correct The closer you get, the farther you are. Points: 1 / 1 Commas are used to set off contrasting or opposing expressions that are often introduced by words such as not, never, but, and yet. He was very very disappointed that he was passed over for promotion. He was very, very, disappointed that he was passed over for promotion. No error Correct He was very, very disappointed that he was passed over for promotion. Points: 1 / 1 Commas are used to separate words that are repeated for emphasis or that may be misread if not separated.

Answer 39

3. Following Professional Telephone and Voice Mail Etiquette Despite the heavy reliance on e-mail, in certain situations calling may be the most efficient channel of communication, whether mobile or on your office line. Be sure to understand professional expectations for telephone, cell phone, and voice mail etiquette. Identify the telephone etiquette that will make your telephone calls productive. Check all that apply. Correct Avoid telephone tag. Correct Use a three-point introduction. Correct Be professional and courteous. Correct Leave complete voice mail messages. Correct End the call politely. Points: 0.6 / 1 To increase the productiveness of your phone calls, plan a mini-agenda, use three-point introductions, be brisk if you are rushed, be cheerful and accurate, be professional and courteous, end the call politely, avoid phone tag, and leave complete voice mail messages. Read the scenario, and answer the question. You are having a hard day at work, but you have to make several phone calls. What can you do to make sure your voice projects a friendly tone? Correct Smile when speaking on the phone. Avoid talking on the phone. Incorrect Leave a short, curt voice mail message. Points: 0 / 1 Smiling can affect the tone of your voice. Let your voice show the same kind of friendliness you would show if you greeted the person face-to-face. Which practice demonstrates courteous and responsible cell phone use? Speak loudly so others can hear you. Correct Speak in low conversational tones. Choose a funky and distracting ring tone. Points: 1 / 1 Courteous and responsible cell phone use requires that you remain courteous to those around you; that you observe wireless-free areas; that you speak in low, conversational tones; that you take only urgent calls; that you drive now, talk later; and that you choose a professional ring tone. You can use voice mail more effectively if yourespond to messages promptly Correct . Points: 1 / 1 If you rely heavily on voice mail, make sure you respond to messages promptly.

Answer 40

5. Planning and Participating in Face-to-Face and Virtual Meetings As businesses become more team oriented and management becomes more participatory, meetings are becoming an important tool for solving problems, sharing information, and seeking consensus. Read the following scenario, and answer the questions that follow. The Edwards Construction Supply Company is adopting a just-in-time inventory system. Jim Edwards, the president, has decided that restocking only when the inventory falls below a specific level will save the company thousands of dollars. Many of Edwards’ employees have been with the company for 30 years or more, and change like this might be unsettling for them. Edwards knows that his employees will be more comfortable with the system if their supervisors understand it fully. What purpose will this meeting serve? Incorrect Intensive problem solving Incorrect Motivation Correct Information review and presentation Incorrect Problem identification Points: 0 / 1 Edwards needs to present the just-in-time system to his management staff so they can work with him to ensure employee buy-in. He must provide information to management so they can work on implementing his new plan. In this situation, how many people should be invited to attend the meeting? ``` Correct 30 or fewer All employees 10 or fewer Incorrect 5 or fewer Points: 0 / 1 To ensure the highest level of employee buy-in, Edwards needs to educate the management levels of his business first. By explaining the just-in-time inventory system to management, he can rely on them to spread the information to the rank-and-file employees. He should plan on presenting the system to 30 or fewer management personnel. Who should be invited to attend this meeting? ``` Correct Upper and lower management All employees Incorrect Warehouse employees Points: 0 / 1 Edwards could choose to present the information to higher-level management, who could then present the data to lower-level managers. However, since Edwards wants to move forward on his new inventory system right away, talking to both higher and lower levels of management simultaneously would probably save time and create buy-in. Active participation in meetings helps you showcase your talents and advance your career. In the following situation, consider how Musashi appears to his colleagues. The new intern was clearly nervous while delivering the sales figures at the quarterly sales meeting. Musashi interrupted the intern several times, asking loudly, “Who was in charge of that project? What about the new product line?” By the end of the meeting, everyone was confused, including the intern. What could Musashi do to make the next meeting more effective and productive? Correct Wait for others to finish Offer new agenda items during the meeting Incorrect State concerns clearly Points: 0 / 1 Musashi would have had a better understanding of the intern’s message had he waited for the end before asking his questions. What techniques would be effective in getting meetings started and keeping them focused? Check all that apply. Correct Assign a minute taker and recorder. Correct State the goals and length of the meeting at the start. Correct Start meetings promptly. Incorrect Recap for latecomers. Points: 0.75 / 1 To effectively manage meetings, make sure you start promptly, state the goals and length, introduce a tentative agenda, set ground rules, and assign a minute taker and recorder. Well-run virtual teams can be highly productive and even outperform co-located teams. Which of the following will help ensure that interaction with remote members will have the best results during virtual meetings? Check all that apply. Correct Decide what language to use Incorrect Accept questions via email only Correct Use appropriate technology Incorrect Ask if everyone agrees as often as possible Correct Anticipate limitations of virtual technology Points: 0.6 / 1 The best practices recommended by experienced meeting facilitators will help you address premeeting issues such as technology glitches, scheduling across time zones, and language challenges. Creating ground rules, anticipating limited media richness, managing turn-taking, and humanizing the interaction with remote members all achieve the best results during virtual meetings. Questions should be asked when needed without having to access email.

Answer 41

6. Grammar/Mechanics Checkup 11: Other Punctuation The following questions will test your knowledge of semicolons, colons, apostrophes, and other punctuation. Please answer the questions to review what you have just learned. Choose the correct punctuation to complete the following sentences. Accounting has several openings; Correct for instance, an administrative assistant position, an internal control position, and an entry-level position. Points: 1 / 1 Use semicolons when an introductory expression introduces a list following an independent clause. The consultant recommended that she read an article titled “Opening Your Mind to Change.” The consultant recommended that she read an article titled Opening Your Mind to Change. Correct The consultant recommended that she read an article titled “Opening Your Mind to Change.” Points: 1 / 1 Use quotation marks to enclose direct quotes, special language (such as slang or jargon), articles, chapters, and other short titles. Its his book from 83 when he was in second grade. Its his book from 1983 when he was in second grade. It’s his book from 83, when he was in second grade. Correct It’s his book from ’83 when he was in second grade. Points: 1 / 1 Use apostrophes to form contractions that indicate missing letters. Choose the best option to answer the question. For what purpose(s) are periods generally used? Incorrect To end statements, commands, and requests Incorrect To end statements and polite requests Correct To end statements, commands, indirect questions, and polite requests Points: 0 / 1 Use periods to end statements, commands, indirect questions, and polite requests. Why would you use an apostrophe after the last s in a word? Correct To show ownership in nouns that end with an s sound To show when a gerund ends in an s Incorrect To show ownership with all plural nouns Points: 0 / 1 Use an apostrophe after the last s to show ownership in nouns that end with an s sound. Example: Mr. Jones’ laptop broke. Choose the correct punctuation to complete the following sentence. Following a long-running tradition, the entire company cheers onits Correct co-ed, intramural lacrosse team each Saturday in January. Points: 1 / 1 The word it’s is a contraction representing it is. The word its is a singular, third-person, possessive pronoun. You are traveling to China with us, aren’t you? Correct Points: 1 / 1 A period is used to end statements, commands, indirect questions, and polite requests. Sentences never conclude with more than one period. A question mark is used to end direct questions and statements with appended questions. Which sentences use correct punctuation? Check all that apply. Correct Friday is the deadline to submit applications; if you are interested in the job, submit your résumé soon. Incorrect She said: “Check in the file cabinet because it might be there.” Incorrect Mr. Gallegos asked to be enrolled in the HMO health option: the group dental option: and the medical savings program. Correct All six work groups’ status reports were due on April 23. Points: 1 / 1 Mr. Gallegos asked to be enrolled in the HMO health option: the group dental option: and the medical savings program is incorrect. Colons may be used to introduce a list after a complete thought. To separate items in a list, commas or semicolons may be used. She said: “Check in the file cabinet because it might be there” is incorrect. Colons may be used to introduce quotations that follow an independent clause. She said is not an independent clause.

Answer 42

1. Developing Professionalism and Business Etiquette Skills at the Office and Online Business professionals value workplace relationships and professional behavior; therefore, it is vital to understand the characteristics recruiters seek as you enter the workforce. Which of the following are synonyms for professional behavior? Check all that apply. Incorrect Compliance Correct Polish Correct Protocol Correct Business etiquette Correct Civility Points: 0.8 / 1 No matter how you define professionalism, it is an important aspect of the business world and a necessary component of career advancement. The skills related to professionalism influence your ability to communicate successfully (both verbally and nonverbally) with others. Several synonyms for professional behavior include civility, polish, business etiquette, protocol, social intelligence, and soft skills. There is little or no distinction between professional ethics and professional etiquette. Read the following scenario, and answer the question. You work for AdSmart, a marketing research firm. You and a new coworker are meeting a potential client for lunch. You have several morning meetings on the same day as the lunch meeting, so you arrange to meet your coworker and the potential client at 12:15 p.m. at the restaurant. You arrive five minutes early, and the prospective client arrives shortly thereafter. You both wait in the lobby until 12:35 p.m. when you decide to be seated. You check your smart phone and see no received communications from your colleague. Finally, at 12:45 p.m., your coworker arrives. During the lunch, your coworker tells several white lies and reveals information regarding your boss that should have been kept confidential. The prospective client doesn’t seem to notice these indiscretions; however, when your coworker begins to badmouth his former employer, a competitor of AdSmart, the client appears ill at ease. Despite the rough start to the lunch meeting, all ends well. You believe that with the appropriate follow-up, the potential client will become one of the firm’s more lucrative partnerships. Once you are back at the office, you debrief with your coworker and discuss the next steps. You decide to take on the task of putting together the proposal the client has requested, and your colleague agrees to send a follow-up note thanking the client and indicating that the proposal will arrive within the next week. When you send off the proposal three days later, you inadvertently learn from the client that he never received any correspondence from your coworker. What dimension of professional behavior did your coworker initially violate by arriving late for lunch? Correct Courtesy and respect Honesty and ethics Reliability and responsibility Points: 1 / 1 Your coworker initially violated the professional dimension of courtesy and respect by arriving late and failing to notify others that he was running late. Employers want team players. Proven team skillshelp deliver on-time, on-budget results Correct . Points: 1 / 1 Proven team skills help deliver on-time, on-budget results. Learn how to work with others to increase the productivity of your company and advance your own career. Read the scenario, and answer the question. You are in a meeting with your work group. Linda, one of your teammates, begins to repeat the same idea she always promotes. You want to tell her it is the worst idea you’ve ever heard—especially since it hasn’t evolved at all in the last month. What should you do? Correct Listen carefully, and then provide fair but gentle feedback. Raise your hand, and remind Linda that the team has already heard her idea. Ignore Linda’s suggestion, and return to the topic you were previously discussing. Points: 1 / 1 In this situation, the best course of action is to listen carefully, and then provide fair but gentle feedback. Although you may not want to listen to your coworker present the same idea yet again, maintaining courtesy and respect toward others in the workplace will promote unity. Which of the following is an outcome of incivility at the workplace? Check all that apply. Correct Better employee focus Correct Drop in productivity Correct More engagement Correct Less employee turnover Correct Cyberbullying Points: 1 / 1 One survey of 20,000 employees showed that 54 percent don’t feel respected by their leaders. However, those who do feel respected reported 92 percent more focus, 56 percent better health, and 55 percent more engagement. Rude behavior affects thinking skills and helpfulness; in short, workers’ performance suffers. These embattled workers worry about incidents, think about changing jobs, and cut back their efforts on the job. Employers, of course, suffer from the resulting drop in productivity and exodus of talent. Workplace rudeness also turns customers away. Social intelligence Correct indicates an understanding of culture and life. Points: 1 / 1 Social intelligence points to a deep understanding of culture and life that helps us negotiate interpersonal and social situations. Polish is the level of professionalism displayed in social situations. Your online presence should be positive and professional, but a social media presence that is poorly developed or inappropriate indicates a lack of social intelligence. Integrity refers to the quality of being honest. It does not necessarily give you an understanding of culture and life. Which of the following are aspects of appearance appeal? Check all that apply. ``` Incorrect Sincerity Correct Good hygiene Incorrect Dependability Incorrect Self-control Correct Dining etiquette Correct Good grooming Correct Attractive business attire Points: 1 / 1 Dining etiquette, good hygiene and grooming, and attractive business attire are all aspects of appearance appeal. Self-control is an aspect of tolerance and tact. Dependability is an aspect of reliability and diligence. Sincerity is an aspect of courtesy and respect. ```

Answer 43

5. Planning and Participating in Face-to-Face and Virtual Meetings As businesses become more team oriented and management becomes more participatory, meetings are becoming an important tool for solving problems, sharing information, and seeking consensus. Read the following scenario, and answer the questions that follow. MacCall Medical Billing’s intranet has a glitch. When employees log on to enter patients’ medical insurance data, they are automatically redirected to the insurance company phone directory. When they query the insurance company files, they find themselves looking at the hospital billing records. Jody Abbot, the CIO, recently installed a new database program to handle MacCall’s growing needs. She’s not sure if the problem is in the program or the company’s server. She’s going to need some help to find out. What purpose will this meeting serve? ``` Intensive problem solving Correct Problem identification Information review and presentation Motivation Points: 1 / 1 Abbot knows there’s a problem. She’s not sure what’s causing it, however. She’ll have to investigate to identify whether the problem is in the database software or the server itself. In this situation, how many people should be invited to attend the meeting? ``` ``` All employees Correct 10 or fewer 30 or fewer 5 or fewer Points: 1 / 1 To solve the problem quickly, Abbot could use some help. Working with her employees in the IT department will probably help her find the source of the problem quickly. It would also be wise to let other department heads know what’s going on, in case they too have encountered problems with the database. Depending on the size of her IT department, a meeting with ten or fewer people would be her best choice. Who should be invited to attend this meeting? ``` The CEO and CFO All employees Correct The IT department and other department heads Points: 1 / 1 While Abbott doesn’t need help from other departments, the heads of those departments should be aware of the problems in case they too experience database issues. Their input may also provide IT department employees with important clues about what’s wrong. The IT department and all department heads should be invited to the meeting. Active participation in meetings helps you showcase your talents and advance your career. In the following situation, consider how Hubert appears to his colleagues. The planning session had been long but productive. Hubert had been quiet throughout the meeting. He spent his time texting messages to his son on his cell phone instead of listening or asking questions. The director finished by summarizing the plan to reschedule stock offerings. Everyone was preparing to leave when Hubert raised his hand. “I don’t know if we covered this,” he said, “but have we talked about rescheduling the stock offerings yet? I don’t think we should wait until the fall.” What could Hubert do to make the next meeting more effective and productive? Correct Put the cell phone away Remain quiet Come prepared Points: 1 / 1 Hubert doesn’t know what was covered in the meeting. If he had turned off his cell phone until after the meeting, he would not have missed the information. What techniques would be effective in getting meetings started and keeping them focused? Check all that apply. Incorrect Ignore conflict so that it will blow over. Correct State the goals and length of the meeting at the start. Correct Assign a minute taker and recorder. Correct Set ground rules to be followed. Points: 1 / 1 To effectively manage meetings, make sure you start promptly, state the goals and length, introduce a tentative agenda, set ground rules, and assign a minute taker and recorder. Well-run virtual teams can be highly productive and even outperform co-located teams. Which of the following will help ensure that interaction with remote members will have the best results during virtual meetings? Check all that apply. ``` Incorrect Keep questions vague Correct Don’t multitask Correct Rotate meeting times to be fair to all group members Incorrect Conduct all meeting in English Correct Leave time for small talk Points: 0.8 / 1 The best practices recommended by experienced meeting facilitators will help you address premeeting issues such as technology glitches, scheduling across time zones, and language challenges. Creating ground rules, anticipating limited media richness, managing turn-taking, and humanizing the interaction with remote members all achieve the best results during virtual meetings. Meeting should be conducted in the native language of team members, but when there are multiple native languages, accommodation must be made. Questions should be specific and to the point to help ensure understanding. ```

Answer 44

chapter 12. 1. Preparing Effective Business Presentations Getting ready for a presentation may cause feelings of anxiety. The best way to reduce your fears is to prepare thoroughly. The first step in being well prepared for a presentation is planning. What is the most important part of preparing for your presentation? Correct Knowing your purpose Designing visuals Making an outline Points: 1 / 1 Determining your purpose is the most important part of your preparation. Once you have determined your purpose, you will have a clear direction and understand what you want your listeners to believe, remember, or do after the presentation. Before planning or organizing your presentation, you should understand your audience and anticipate its reactions. What questions should you ask yourself to help you analyze your audience? Check all that apply. Correct How can I gain credibility and earn the respect of this audience? Incorrect Why am I giving this presentation? Incorrect How will this topic appeal to me? Incorrect How do I relate this information to my needs? Correct What is the general age and experience level of my audience? Incorrect How can I learn to respect my audience? Points: 0.5 / 1 When analyzing your audience, consider its demographics: number of people, age range, genders; also consider its experience, attitudes, and expectations. Be sure to ask yourself what aspects of the topic are likely to appeal to the audience and how you can relate the information to the listeners’ needs. Read the scenario, and answer the questions. Your team has been asked by the chief marketing officer to present the findings of its market research project to the company’s executive team. Your boss warns your team ahead of time that the executives may not be interested in your findings and that they may view your presentation as a waste of time. What organizational pattern would be best for this situation? Incorrect In indirect, persuasive pattern Correct A direct, brief pattern Incorrect A drawn-out, chronological pattern Points: 0 / 1 What delivery style should you use? ``` Slow and articulate Correct Dynamic and entertaining Subdued and controlled Points: 1 / 1 What should you include in your supporting material? Check all that apply. ``` Incorrect Expert opinions Correct Powerful visuals Correct Startling statistics, if available Incorrect Handouts Points: 0.75 / 1 Since you know your audience is most likely uninterested, be brief and to the point. Make certain that your delivery is dynamic and engaging and your supporting material is powerful and interesting. Avoid handouts, audience interaction, darkened rooms, and boring visuals because these will lose your audience’s attention quickly.

Answer 45

1. Preparing Effective Business Presentations Getting ready for a presentation may cause feelings of anxiety. The best way to reduce your fears is to prepare thoroughly. The first step in being well prepared for a presentation is planning. What should be your focus when determining your purpose? The structure you will use throughout the presentation The audience you are speaking to during the presentation Correct What you want listeners to believe, remember, or do after the presentation Points: 1 / 1 Determining your purpose is the most important part of your preparation. Once you have determined your purpose, you will have a clear direction and understand what you want your listeners to believe, remember, or do after the presentation. Before planning or organizing your presentation, you should understand your audience and anticipate its reactions. What questions should you ask yourself to help you analyze your audience? Check all that apply. Correct What will help to make my points most effective: facts, statistics, or anecdotes? Correct How many people will be in the audience? Correct How can I relate this information to my listeners’ needs? Incorrect How do I incorporate smart art in my presentation? Correct What is the educational level of my audience? Correct What does my audience already know about my presentation topic? Points: 0.67 / 1 When analyzing your audience, consider its demographics: number of people, age range, genders; also consider its experience, attitudes, and expectations. Be sure to ask yourself what aspects of the topic are likely to appeal to the audience and how you can relate the information to the listeners’ needs. Read the scenario, and answer the questions. You are preparing a presentation on networking for a professional development seminar that your company is hosting for its employees. You look at the attendance list and see that you have good relationships with all of the registered seminar participants. Additionally, this presentation is a follow-up presentation that was requested by previous participants. You know you will have a friendly audience. What organizational pattern would be best for this situation? Correct Any pattern, particularly with audience involvement Be brief. Use no more than three points An indirect pattern with minimal audience contact Points: 1 / 1 What delivery style should you use? ``` Confident, small gestures Even and slow speech Correct Warm, pleasant, and open Points: 1 / 1 What should you include in your supporting material? Check all that apply. ``` ``` Incorrect In-depth analysis Incorrect Startling statistics Correct Personal examples Correct Experiences Points: 1 / 1 Because you will have a friendly audience, any organizational pattern will be appropriate. Use the audience’s familiarity with you to involve it in the presentation. Since this is a follow up presentation, it will be more relaxed, and speech should be at a regular rate, and gestures should be natural and comfortable. Be warm, pleasant, and open, and use lots of eye contact. Include personal experiences in your presentation. There is no need to use startling statistics or in-depth analysis since your audience is already familiar with the material. ```

Answer 46

3. Understanding Contemporary Visual Aids Your goal as a speaker is to help your audience understand, remember, and act upon your ideas. To improve comprehension and enhance retention, use visual aids. Well-planned visual aids canincrease audience interest Correct and make the presenter appear more professional. Points: 1 / 1 Visual aids have many purposes. By emphasizing and clarifying your main points, they increase audience comprehension and retention of information. Research shows that visual aids may shorten meeting times. Visual aids can also focus audience attention and enhance your professional credibility. When should you distribute handouts? At the beginning of your presentation Correct At the end of your presentation In the middle of your presentation Points: 1 / 1 Refer to handouts in your presentation but distribute them at the end. This will ensure that your listeners pay attention to the content of your presentation instead of looking at the handout while you are talking. What visual aid enhances recall because the audience keeps reference material? Correct Handouts Transparencies Incorrect Flip charts Points: 0 / 1 Handouts encourage audience participation. They are also easy to maintain and update, and they enhance recall because the audience keeps the reference material. Read the scenario, and answer the question. You are presenting a workshop on planning presentations. After a formal introduction, you will engage the audience in planning activities and tailor your content to fit their learning needs. What visual aid option should you choose? Check all that apply. ``` Incorrect Multimedia slides Incorrect Transparencies Correct Flip charts and whiteboards Incorrect Video clips Correct Handouts Points: 0.8 / 1 In this situation, flip charts and handouts would be the most appropriate choices. Flip charts allow you to modify or customize your visual aids on the spot and record audience participation. Handouts would be useful as future reference tools for your audience. ```

Answer 47

4. Preparing Engaging Multimedia Presentations The most widely used presentation software program is Microsoft PowerPoint. You can produce a professional and memorable presentation using this program if you plan ahead and follow important design guidelines. What should you use as titles for your slides? Each of the subheadings from your outline Correct The major headings from your presentation outline Your name and the date Points: 1 / 1 When you prepare your slides, translate the major headings in your presentation outline into titles for slides. What does a blueprint slide do? Check all that apply. Incorrect Provides a template for your presentation outline Correct Provides a review of your key points near the end of your presentation Correct Provides an overview of your points Incorrect Provides a clear explanation of one main point Correct Provides transitions as you move from point to point Points: 1 / 1 A blueprint slide provides an overview of your points. It also helps you transition from one point to another, and you can use it to summarize your key points at the end of your presentation. There are a number of errors on the slide above. Which of the following elements should be revised? Correct The 6x6 rule is violated. Information is not detailed enough. Content needs to be triple-spaced. Points: 1 / 1 Follow the 6x6 rule: no more than six bullets per slide and no more than six words per bullet. Identify another error in the PowerPoint slide above. More color should be used, with two or three animations. Correct Title is not in an easy-to-read font. Content needs to be triple-spaced. Points: 1 / 1 Use an easy-to-read font like Times New Roman or Arial with a point size of 24 to 36. What is one effective element in the slide above? Incorrect It uses all-white text on a blue background. Correct It provides succinct and clear information. Points: 1 / 1 Your slides should highlight and simplify the points you want your audience to remember. Identify another effective element of the PowerPoint slide above. Correct The slide is in an easy-to-read font. The title point size is smaller than the bulleted points. Points: 1 / 1 As a general rule, use no more than two font styles in your presentation. Use Times New Roman or Arial fonts with a point size of 24 to 36. Read the scenario, and answer the question. A colleague asks you to observe a rehearsal of her presentation for an upcoming board meeting. Her slides contain swirling text, four animations, and a series of distracting sound effects. What advice can you give your colleague about using special effects in a multimedia presentation? Use special effects and animations if your audience is focused on what you are saying. Use special effects and animations as much as you want if they are available. Correct Use special effects and animations only if they don’t draw attention away from your main points. Points: 1 / 1 Use special effects if they don’t distract attention from your main points and if they help convey your message or add interest to your content. What are the first two steps for creating a powerful multimedia presentation? Correct Write the text first, and then select backgrounds and fonts. Choose images that help communicate your message, and move your presentation to the Internet. Create graphics first, and then add special effects. Points: 1 / 1 For a powerful presentation, first write the text and then make decisions about templates, font styles, and colors.

Answer 48

5. Polishing Your Delivery and Following Up Rehearsing your presentation repeatedly and preparing thoroughly will reduce your stage fright. You should understand various delivery methods and techniques that can improve your delivery. Read the scenario, and answer the question. You are the president of your company, and you are attending a presentation about investing in foreign businesses. The presenter comes across as friendly and ends her speech on time. You always have a hard time coming across as personable and managing your time when speaking to your employees. You decide to ask the speaker what she does to be so personable and punctual. Choose the best response the speaker could give in the scenario above. Correct I time myself when rehearsing in order to keep my presentation brief and focused. I also greet members of the audience while waiting for audience members to arrive before the presentation. I read from my PowerPoint presentation and occasionally make eye contact with my audience. I make an outline and hope I finish on time. Points: 1 / 1 Respect your audience’s time and try to complete your presentation in 20 minutes or less. To help you feel more at ease, make eye contact with a few members of the audience when you first enter the room. Which techniques will help you conquer stage fright? Check all that apply. Correct Ignore any stumbles. Incorrect Avoid direct eye contact. Correct Take a sip of water. Incorrect Apologize beforehand. Correct Shift the spotlight to your visuals. Points: 1 / 1 Everyone feels apprehension before speaking. Use the following techniques to help conquer stage fright: breathe deeply, convert your fear into energy, know your topic and come prepared, use positive self-talk, take a sip of water, shift the spotlight to your visuals, ignore any stumbles, don’t admit you’re nervous, and feel proud when you finish. You can stay in control during your presentation, build credibility, and engage your audience bybeginning your presentation with a pause Correct . Points: 1 / 1 When you first approach your audience, make yourself comfortable and establish control. What can you do to help your audience absorb an important point? Skip the apologies. Correct Incorporate pauses when appropriate. Present the first sentence from memory. Points: 1 / 1 Well-placed pauses can help illustrate your point and give the audience time to absorb your message. As you conclude your presentation, make sure youdistribute your handouts Correct . Points: 0 / 1 If you have prepared handouts, refer to them during your presentation but pass them out when you finish.

Answer 49

6. Grammar/Mechanics Checkup 12: Capitalization Learning the rules of capitalization will expedite your proofreading process and improve the clarity of your messages. Fill in the blank with the correct capitalization. TheItalian Correct executives arrived today. Points: 1 / 1 Capitalize proper nouns and proper adjectives, such as countries, geographic areas, and governmental offices. Eleanor Lalime,Doctor of Divinity, Correct will be the keynote speaker at the board meeting this afternoon. Points: 1 / 1 Academic degrees are generally capitalized only when they are used after and in conjunction with the name of an individual. Choose the correct version of the following sentence. The company is looking forward to the visit from Senator hemet. Correct The company is looking forward to the visit from Senator Hemet. The company is looking forward to the visit from senator Hemet. Points: 1 / 1 Capitalize government titles when they precede names. Choose the correct version of the following sentence. Correct My manager recommended that I read the book Creative Leadership. My manager recommended that I read the book creative Leadership. My manager recommended that I read the book Creative leadership. Points: 1 / 1 Capitalize the principal words in the titles of books. Fill in the blank with the correct capitalization. The office on theWest Coast Correct is closed today. Points: 1 / 1 Capitalize names of geographic locations. Capitalize north, south, east, west, and their derivatives only when they represent specific geographic regions. Please ask a representative from yourHuman Resources Department Correct if a cover letter is required. Points: 1 / 1 Capitalize the main words in the specific names of departments, divisions, or committees within business organizations. Do not capitalize general references. Choose the correct version of the following sentence. We watched the CEO speak to the company on a wide-screen Panasonic Monitor. We watched the CEO speak to the company on a wide-screen panasonic Monitor. Correct We watched the CEO speak to the company on a wide-screen Panasonic monitor. Points: 1 / 1 Capitalize product names only when they refer to trademarked items. Do not capitalize the common names following manufacturers’ names. Choose the correct version of the following sentence. Correct I am transferring to another position in the spring. I am transferring to another position in the Spring. I am transferring to another Position in the spring. Points: 1 / 1 Do not capitalize the names of seasons. Choose the correct version of the following sentence. Correct The top executive happens to be my father. The top executive happens to be my Father. The top Executive happens to be my father. Points: 1 / 1 Do not capitalize family titles used with possessive pronouns like my unless they are used as a form of address or formal title.