NAU 2020 Fall Semester > MGT 350 part 2 > Flashcards
MGT 350 part 2 Flashcards
You have shown steady career growth and have significant experience in your field of employment.
What résumé format should you use?
Chronological Functional
Chronological
The chronological format lists work history job-by-job and is best used when a candidate has experience in his or her field of employment and has shown steady career growth.
Who will likely have a one-page résumé?
Individuals who are senior-level managers and executives. Individuals who are making a major career change. Individuals who use a functional résumé.
Individuals who are making a major career change.
Make your résumé as long as needed to sell your skills to recruiters and hiring managers. However, you are more likely to have a one-page résumé if you are making a major career change or just entering the workforce.
Your résumé’s main heading should includeyour name with middle initial
Your main heading should always begin with your name. You can add your middle initial for a more professional look.
When composing a career objective, what words should you omit?
Interpersonal skills Proven communication Entry-level
Be careful that your career objective doesn’t downplay your talents. Using the term entry-level may emphasize lack of experience.
A summary of qualificationssaves a recruiter’s time
Recruiters are busy; smart job seekers try to save recruiters time by adding a summary of qualifications.
The education section of your résumé should includedegrees received
If your education is more noteworthy than your work experience, include it directly after your career objective or summary of qualifications. Make sure to list the degrees you’ve received.
You are looking over a candidate’s résumé for a marketing position in your company. The position requires a strong sense of teamwork.
What phrase could you look for that would illustrate this skill?
“Helped provide” “Proficient in” Correct “Collaborated with”
Make sure your list of job duties shows what you have to contribute and how you are qualified for the position. Use action verbs to describe your work experience and include verbs that illustrate your ability to work well as part of a team.
Which of the following action verbs would provide a recruiter evidence of creative skills?
Collaborated Correct Designed Clarified Translated
Words such of designed, fashioned, illustrated and integrated all indicate creative skills. Words such as translated, collaborated, and clarified indicate skills in communication.
Janice knows three languages and has attended a special training seminar on specialized Web design.
Where should she place this information on her résumé?
In the Work Experience section In the Education section Correct In the Capabilities and Skills section
In the Capabilities and Skills section, include any special skill or proficiency you have acquired through training and experience.
Why would you include school, community, and professional activities on your résumé?
To highlight dangerous pastimes Correct To demonstrate that you are a well-rounded individual To highlight your personality
Include school, community, and professional activities to demonstrate that you are a well-rounded individual. This might also be a good way to highlight leadership positions you have held.
What is unethical to include in your résumé?
Correct Altered employment dates
Your major and GPA
Your complete contact information
Do not extend your dates of employment to hide unimpressive jobs or to cover up periods of unemployment and illness.
What can you do to polish your résumé? Check all that apply.
Correct Eliminate wordiness.
Incorrect Include a photograph.
Correct Consolidate headings.
Incorrect List your reasons for leaving previous jobs.
Correct Study other résumés for formatting ideas.
As you are revising, look for ways you can improve your résumé. Consider consolidating your headings to produce a clean, professional-looking document. Look at other résumés for formatting ideas and edit your résumé to eliminate wordiness.
Regardless of the submission format, in almost all cases your résumé should beaccompanied by a cover letter
Your résumé should be well written, clearly formatted, and meticulously proofread. You should always send your résumé in the format the potential employer requests. Regardless of the requested submission format, in most cases, you should submit a cover letter with your résumé.
A summary of qualificationsensures that your qualifications are not overlooked
Including a summary at the top of your résumé makes it easier to read and ensures that your most impressive qualifications are not overlooked.
What are ways you can submit your résumé? Check all that apply.
Correct As a Word document Incorrect As a customized document Correct As a plain-text, ASCII document Incorrect As a functional document Correct As a PDF document
Make sure you know how the employer wants you to submit your résumé. Not following the prospective employer’s instructions could eliminate you as a candidate before you are even considered. Some employers may still want candidates to send résumés by snail mail. Others prefer you to attach a plain-text document to an e-mail or to convert your document into a PDF file. Some may want you to attach your résumé as a MS Word document to e-mail messages, despite the potential for viruses.
You should always send your résuméin the format the employer requests
Your résumé should be well written, clearly formatted, and meticulously proofread. You should always send your résumé in the format the potential employer requests. Regardless of the requested submission format, in most cases, you should submit a cover letter with your résumé.
What is a downside of including a career objective in your résumé?
It can signify that you have made a commitment to another employer. Correct It is usually very general It can make a recruiter’s life more difficult.
Be careful that your career objective is customized to the job opening and focuses on the contributions you can make to the organization.
A friend of yours shows you his résumé. You notice that he lists every job detail from his current position.
What advice can you give him?
Avoid using bullet points. Add more details to your most recent job. Correct Aim for succinct job descriptions that accurately portray your experience.
Avoid listing every single duty involved in a job. Focus on key accomplishments and related achievements at each position and use bullet points to increase readability.
Which of the following action verbs would provide a recruiter evidence of leadership skills?
Correct Increased
Systematized
Diagnosed
Interpreted
Action verbs that indicate leadership and management skills include words such as implemented, improved, scheduled and increased. Words such as diagnosed, systemized, and interpreted indicate research skills.
Stephanie recently graduated from college and is updating her résumé.
How should she approach the Capabilities and Skills section?
Include high school information. Provide an updated version of her references. Correct Provide evidence of her potential.
If you are a recent graduate, this section can be used to give recruiters evidence of your potential. Instead of labeling this section Capabilities and Skills, you might call it Skills and Abilities.
What should you include in your list of references?
Correct Instructors’ contact information
Personal or character references
Career objective
Create a separate list for your references. Make sure to include instructors, current or previous employers, colleagues, or subordinates. Do not, however, include personal or character references because recruiters rarely consult them.
What should you not include on a résumé? Check all that apply.
Incorrect Your degrees and dates received
Incorrect Your complete contact information
Correct Your photograph
Correct Your social security number
Correct Your marital status
Make sure your résumé is concise. Don’t include a photograph, your social security number, or any information that could be the basis for discrimination, such as your age, marital status, gender, national origin, religion, race, number of children, or disability.
Before you submit your résumé to recruiters, it must be well written, carefully formatted, andmeticulously proofread
Your résumé should be well written, clearly formatted, and meticulously proofread. You should always send your résumé in the format the potential employer requests. Regardless of the requested submission format, in most cases, you should submit a cover letter with your résumé.
You are entering a new field of employment.
What résumé format should you use?
Correct Functional
Chronological
A functional résumé format is the best choice if you are entering a new field of employment because it focuses on skills rather than past employment.
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.
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.
Choose the best cover letter opening for a solicited job.
Dan Brown told me that you guys are seeking a marketer to do some work on a marketing campaign. I’ve enclosed a summary of my qualifications if you would like to look them over.
Correct Dan Brown, a member of your marketing team, told me that FedMax is seeking an experienced marketer to work on a new product campaign. Enclosed is a summary of my qualifications that demonstrate a readiness for this position.
Incorrect An individual from your company told me that FedMax is seeking an experienced employee to work on a new product campaign. I’ve enclosed a summary of my qualifications that demonstrate a readiness for this position.
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
Choose the best cover letter opening for an unsolicited job.
Could your sales department use a good salesperson to take it to the next level? If the answer is yes, please contact me as soon as possible.
Correct Could your growing sales department use the services of an experienced salesperson with exceptional negotiation skills, international business expertise, and ten years of corporate experience?
Incorrect Could your new company location use the services of an experienced salesperson with a strong sales background? I can help take your department to the next level.
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.
Choose the best statement for the body of a cover letter.
I have honed my communication skills through many presentations, papers, and final projects.
Incorrect I presented marketing techniques, produced a final marketing portfolio, and wrote biweekly research papers.
Correct Giving numerous classroom presentations on marketing techniques and writing biweekly research papers have sharpened my oral and written communication skills.
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.
Choose the best statement for the closing of a cover letter.
Correct I am confident that my three years of experience in a fast-paced office environment, my proven organizational skills, and my attention to detail will benefit your company. If you see that my qualifications are a match to the position, please call me at (435) 463-3642 before 9 a.m. or after 4 p.m. for an interview.
Of course, I am the best candidate for this position. Your company would be lucky to have me as an employee. My three years of experience in a fast-paced office environment, my practiced organizational skills, and my attention to detail more than qualify me for this position. Please call me at (435) 463-3642.
Incorrect Thank you for giving me the opportunity to briefly present my qualifications. I am confident my skills and experience will benefit your company. I hope you will call me soon so we can talk. I can be reached at (435) 463-3642.
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.
How should you format your cover letter when sending it by e-mail? Check all that apply.
Correct Move your return address from the top of the letter to just below your name.
Incorrect Place your return address at the top of the e-mail.
Correct Remove tabs, bullets, and underlining.
Incorrect Remove your e-mail address and phone number.
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.
Choose the best cover letter opening for a solicited job.
I recently saw a job you advertised for an administrative assistant. I would like to apply to this position because I am qualified. Please contact me and let me know what your submission guidelines are.
The job you advertised in the San Juan Gazette greatly interests me. I am qualified for this position because of my past experience in the corporate world. I believe I would be a great addition to your company.
Correct The administrative assistant job you advertised in Section B-4 of the August 1 San Juan Gazette interests me. With my organizational skills and computer experience, I believe I would be a great asset to Gannfrey, Inc.
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.
Choose the best cover letter opening for an unsolicited job.
Correct Because PublicOrg, Inc. is expanding its public relations department, are you in need of a candidate with ten years of public relations experience in the nonprofit sector? I would welcome the opportunity to enhance and strengthen your public relations department.
I would welcome the opportunity to enhance and strengthen your public relations department. Are you needing someone with experience in the nonprofit sector?
I have great interest in your organization and the work you do. Are you in need of a highly qualified public relations executive to enhance your department?
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.
Choose the best statement for the body of a cover letter.
I have had many opportunities in my college courses to hone my organizational skills and to practice being a team player.
I have a lot of organization skills, and I am an excellent team player because of many group projects I was a part of.
Correct Because you are seeking an administrative assistant with proven organizational skills and the ability to be a team player, I want to submit my instructor’s comments on a successful group project I recently led.
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.
Choose the best statement for the closing of a cover letter.
Correct My accomplishments in the finance and accounting field, as well as the skills I learned in my summer internship, have prepared me for this position. I would welcome the opportunity to discuss my qualifications more fully in an interview. Please call me at (435) 674-7832 before 11 a.m. or after 5 p.m.
This brief description of my qualifications and my résumé should demonstrate my readiness for this position. Will you hire me for this position? Please call me at (435) 674-7832.
I hope my accomplishments have convinced you that I am more than qualified for this position. I will expect a call from you to schedule an interview. I can be contacted at (435) 674-7832.
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.
What tips should you remember when creating a successful cover letter? Check all that apply.
Correct Use a traditional letter style.
Incorrect Make yourself the subject of your sentences.
Correct Proofread several times.
Incorrect Use “I” statements as much as possible.
Your cover letter should be just as professional as your résumé. Therefore, use a traditional letter style, and proofread carefully.
You need to change your print-based résumé into a plain-text résumé.
What formatting change should you make?
Correct Save the file as a plain text file then open the file with Word again.
Reformat with longer lines.
Center all items on the page.
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
What strategies can you use to boost the chances of an Applicant Tracking System selecting your résumé? Check all that apply.
Incorrect Fudge your qualifications to match the job posting.
Incorrect Use unfamiliar abbreviations.
Correct Load your skills section with nouns that reflect your qualifications.
Correct Use variations of job titles.
Incorrect Focus on general keywords.
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.
The primary reason for preparing an e-portfolio is toshowcase your qualifications more thoroughly than in a print résumé
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.
Which of the following sentences apply correct number style? Check all that apply.
Incorrect More than $5,000,000.00 has been allocated to technology infrastructure upgrades.
Correct Dan Yannotti, Director of Health Initiatives, turns 32 this year.
Correct Twenty-seven percent of our entry-level employees have majored in accounting.
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.
Before you schedule the video conference, make sure that Kate is available at3:30 p.m. Correct on Tuesday.
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.).
The earthquake that cracked the work surface in the break room measured6.5 Correct on the Richter scale.
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.
Which of the following is completely correct?
Incorrect She has scheduled the meeting for March eleventh, 2019 at eight in the morning.
Correct She has scheduled the meeting for March 11, 2019, at 8 a.m.
Incorrect She has scheduled the meeting for March 11, 2019, at eight in the morning.
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.).
Which of the following sentences express correct number style? Check all that apply.
Correct John wasn’t sure how to break the news without angering the majority of the company’s 421 employees.
Incorrect The meeting was scheduled for three o’clock on Friday, February fifteenth.
Correct The average salary increase for Division 45 employees was 2.8 percent last year.
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.
Which of the following choices has the correct number style to use at the beginning of a sentence?
Incorrect 2.5 million customers
Correct Two and one-half million customers
Use a combination of words and figures to express sums of 1 million and higher and round numbers unless the number begins a sentence.
Which of the following choices has the correct number style to use at the beginning of a sentence?
Correct Thirty reams of paper
Incorrect 30 reams of paper
Use word forms to express numbers from one to ten, small fractions, and numbers that begin sentences.
- Purposes and Types of Employment Interviews
Job applicants generally face two kinds of interviews: screening interviews and hiring interviews. You will be better prepared if you know what to expect.
An interviewhelps the applicant find out more about the job and the company Correct .
Points:
1 / 1
An interview provides the employer with a concentrated period of time in which to evaluate an applicant’s potential. Applicants should use the time to expand on the information in their résumé, gather information about whether the company would be a good fit, and determine whether the job suits their career goals.
If you want to ensure that you pass a screening interview,be prepared to sell your qualifications Correct .
Points:
1 / 1
After your résumé is accepted, the screening interview is the next big hurdle in landing a job. A screening interview will not result in an immediate job offer; rather, it will lead to a face-to-face interview. To increase your chances of obtaining a face-to-face interview, be prepared to sell your qualifications.
What can you expect in a one-on-one interview? Check all that apply.
Correct You will be asked specific questions that are job related if the person is the hiring manager.
Correct You will be asked general questions if the person is from human resources.
Correct You will sit down with the company representative and talk about the job.
Incorrect You will be asked general questions if the person is the hiring manager.
Incorrect You will be asked specific questions if the person is from human resources.
Points:
1 / 1
One-on-one interviews are the most common type of job interview. You can expect to sit down with a representative and discuss the job and your qualifications. Expect to be asked general questions if the person is a representative from human resources and specific questions if the person is the hiring manager.
- 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.
- During the Interview
During an interview, your answers to questions are important, but your body language and nonverbal cues are also on display. You want to project a professional demeanor at all times.
Read the scenario, and answer the question.
Damon has an important interview coming up. He is reviewing various ways to send positive nonverbal messages.
What tips should he follow? Check all that apply.
Correct Listen attentively.
Correct Don’t chew gum.
Incorrect Cross your arms in front of you.
Correct Sound enthusiastic and sincere.
Incorrect Stand with your hands in your pockets.
Points:
1 / 1
During his interview, Damon should avoid chewing gum or crossing his arms. He should also maintain an enthusiastic and sincere tone throughout the interview. In addition, Damon should show the interviewer that he is interested and attentive by listening carefully to questions.
What can you do to ensure that your interview answers are effective?
Criticize your previous job and employer. Correct Use proper language and enunciate clearly. Avoid clarifying vague questions. Points: 1 / 1 When you respond to interview questions, be sure to use good English and enunciate clearly. Avoid slurred words such as gonna and din’t, as well as slangy expressions such as yeah, like, and ya know. Always keep your answers positive; don't criticize anyone or anything. During the interview, don’t be afraid to clarify vague questions; You may even have to ask your own question to understand what was asked. You can anticipate many of the questions you will be asked in an interview. Identify the type of question. “Where do you see yourself in five years?”
Correct A question about the future
A question to see if the interviewer’s job will be threatened
A question to get acquainted
Points:
1 / 1
Employers ask questions about your future to see whether you are goal oriented and to determine whether your goals are realistic.
Select the most appropriate answer to the following question.
“Is the customer always right?”
Correct Customers should always feel that their concerns are being heard and addressed. As a general rule, treating customer complaints as legitimate is a wise decision; however, customers are not always correct.
Company policy and rules always should be followed regardless of what the customer may need or want.
Absolutely, unless they aren’t. But sometimes you have to give them bad news, and they don’t really like it.
Points:
1 / 1
Turn challenge questions into a discussion of your strengths. In this case, you can demonstrate that you have good customer communication skills.
Federal laws prohibit interviewers from asking questions related togender, age, religion, color, race, national origin, or disability Correct .
Points:
1 / 1
Federal laws prohibit employment discrimination based on gender, age, religion, color, race, national origin, or disability. Some local laws prohibit employment discrimination based on sexual orientation. It is inappropriate for an interviewer to ask questions related to these areas.
- 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.
- Preparing Additional Employment Documents
You might be required to write other employment documents and follow-up messages during the employment process. These documents reflect on your professionalism and your communication skills, so follow guidelines and instructions carefully.
What should you remember to do when filling out a job application? Check all that apply.
Correct Look over all of the questions before starting.
Incorrect Include questions you have about the position.
Incorrect Use a red or a green pen.
Correct Answer each question honestly.
Correct Use accurate spelling, grammar, and punctuation.
Points:
1 / 1
Just like your résumé and cover letter, other employment documents should be professional and composed with care. Be sure to look over all the questions on the application before starting so you know what to expect. Answer all the questions honestly, and use correct spelling, grammar, and punctuation.
Read the résumé follow-up letter, and answer the following question.
Dear Ms. Johnson:
Please know that I am still interested in becoming a content editor for Smile Publications.
Since I submitted a résumé in June, I have completed my graduate degree in English and am currently an adjunct instructor at two community colleges. Preparing my lessons and lectures has given me the opportunity to hone my communication and organizational skills.
Please keep my application in your active file, and let me know when I may put my classroom experience and strong educational background to work for you.
Sincerely,
Emily Henderson
What is effective about the letter?
Correct It opens by reminding the reader of the applicant’s interest.
It includes reference information.
It includes research on the target company.
Points:
1 / 1
If you do not hear from a prospective employer after a reasonable time, send a short follow-up message that expresses your continued interest in the position.
Read the rejection follow-up letter, and answer the following question.
Dear Ms. Gonzalez:
Although I am disappointed to hear that you have selected another candidate for the marketing position, I appreciate your prompt and courteous communication.
Because I believe I have the organizational and technical skills needed to work in a growing company like EdCo, I hope you will keep my résumé in your active file. My desire to work for your company remains strong.
I enjoyed meeting with you, and I appreciate your thorough explanation of your company’s growth and future goals. To enhance my qualifications, I have enrolled in a course on Intercultural Communication in the Workplace at ZSU.
If you have an opening for a position I am qualified for, please contact me at (345) 435-3532. I will contact you in the next month to discuss employment possibilities.
Sincerely,
Janet Havasu
What is effective about the letter?
It asks specific questions about the position. Correct It refers to specifics in the applicant’s interview. It uses memo format. Points: 1 / 1 If you didn’t get a job that you think was a perfect match for you and your qualifications, be persistent. Consider responding to a rejection. It is acceptable to mention you are disappointed, but be sure to add your continued interest in the position. Include a reference to specific facts or topics that were discussed during your interview. This illustrates your sincere and continued interest in the position. What should be included in a resignation letter? A discussion of the company’s strengths and weaknesses Correct An offer of assistance to prepare for your resignation A review of your strengths and qualifications Points: 1 / 1 When you decide to leave a job, leave your position gracefully and tactfully. It is a good idea to document your resignation by writing a resignation letter. Include an offer of assistance to help the company prepare for your resignation.
- 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.
- Preparing E-mail Messages and Memos
Before sending a message, you must choose the proper communication channel. Although e-mail messages and memos are similar, they are not interchangeable.
Determine whether the following scenario should be handled in an e-mail or as a memo sent as an attachment in an e-mail.
You need to send a written performance review.
Incorrect E-mail Correct Memo attachment Points: 1 / 1 E-mail messages are most appropriate for short, informal messages such as routine requests and responses to inquiries. Memos are most appropriate for delivering confidential internal data, longer reports, or more formal internal messages. The content of your e-mails and memos will vary, but direct internal messages contain four main parts. Therefore, it is important to familiarize yourself with these four parts. Identify the parts of the e-mail message indicated by the bracketed numbers. To: Ellen Stanford From: Thomas Gregory [1] Proposed Agenda for November 6 Meeting Dear Ms. Stanford, [2] Please review the following agenda for our next shareholder meeting and recommend any changes. [3] • Rising stock prices • Discussion of new investors • Portfolios and new funding • Introduction of new vice-president [4] Please send any changes to the agenda to me by 3:00 p.m., November 3. Many thanks, Thomas Thomas Gregory Financial Analyst Office: 854.454.4356 Fax: 435.458.9738 Cell: 834.435.8490 Which part of the e-mail is part [2]?
Closing with a purpose Correct Opening with main idea Explaining in the body Points: 1 / 1 Which part of the e-mail is part [3]?
Subject line Closing with a purpose Correct Explaining in the body Points: 1 / 1 Which part of the e-mail is part [4]?
Subject line Opening with main idea Correct Closing with a purpose Points: 1 / 1 A closing ends with a request for action or next steps. It can also include dates, deadlines, a summary, and/or a closing thought. Identify which component of e-mail messages and memos is described. It reveals the point of the message immediately. Explaining in the body Closing with a purpose Correct Opening with the main idea Points: 1 / 1 Busy readers want to know immediately why they are reading a message. The purpose of an e-mail or memo should be stated in the first sentences. Which of the following would be the most effective use of e-mail by a businessperson? For annual reviews Correct As a cover document for a longer attachment When disciplining or promoting an employee When it is important to convey warmth Points: 1 / 1 Managers are adamant about using face-to-face contact, rather than e-mail, for critical work situations such as human resources annual reviews, discipline, and promotions. E-mail, however, is appropriate as a way to transmit longer documents. Which of the following displays the strongest use of a subject line?
Correct Sales Presentation update on Jones Account
Attention
Points:
1 / 1
The most important part of an e-mail is its subject line. Avoid meaningless statements such as Help, Attention, or Meeting. This email clearly relates to the Jones account, and more specifically, the sales presentation. A general subject line such as “attention” does not give the reader a frame of reference to make good decisions about the information to follow.
- 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
- Making Podcasts and Wikis, Work for Business
The Web 2.0 revolution has changed the way businesses communicate with consumers and within their own organizations. Podcasts, wikis, and blogs can be used to build reputations, communicate with customers to increase visibility, and streamline internal communication processes.
Businesses have embraced podcasting to broadcastrepetitive information Correct that doesn’t require interaction. For example, some companies use podcasts to broadcast HR policies that can be accessed on demand.
Points:
1 / 1
Podcasts are used to deliver information that needs to be accessed by many but does not require interaction. Some companies use them to replace costly teleconferences that distribute information. A podcast is not the best channel to share confidential or legal information.
How can companies use wikis?
Correct To document internal work flows and processes
For building professional networks
To facilitate customer interaction
Points:
1 / 1
Wikis are easy-to-use collaboration tools that can be used to document internal work flows and processes while avoiding version conflicts. Wikis are used primarily for internal purposes and are not used to communicate with customers. Social networking sites like LinkedIn are used for networking. Wikis are not.
Consider the following scenario, and then answer the question.
You work on the marketing team for a software development company. You have sales representatives in different locations around the globe. When a product update is released, your team holds teleconferences to demo new features. Due to time differences, these demos are difficult to schedule and usually require multiple demo sessions to accommodate different geographic regions. You want to streamline the new product demos and decide to recommend electronic communication tools to help facilitate this.
Which electronic communication tool would you recommend?
Correct A podcast
Incorrect A wiki
E-mail
Points:
1 / 1
In this situation, you would recommend a podcast, which is used to deliver information that needs to be accessed by many but does not require interaction. Some companies use podcasts to replace costly teleconferences that distribute information. A wiki would not be the best tool to recommend in this situation. Wikis are tools that can be used for collaboration and information sharing. E-mail would not be useful in this situation since, in some cases, demonstrations require visuals, not just text.
Read the scenario, and then answer the question.
Dane recently landed a job with a PR consulting firm. The firm uses wikis to manage projects and share resources. Dane has never contributed to wikis before.
What tips should Dane follow to be a valuable wiki contributor? Check all that apply.
Correct Show respect and be aware of improper or ambiguous language.
Correct Remember that all comments can be viewed by all readers.
Incorrect Spelling and grammar don’t matter.
Incorrect Rules don’t apply. Post as desired.
Correct Verify all facts.
Points:
1 / 1
To be a valuable wiki contributor, Dane should show respect and be aware of improper or ambiguous language use. He should comment judiciously; all wiki comments are stored and visible to all users. Before posting, Dane should verify his facts. Errors affect the individual’s and wiki’s credibility and can have other negative effects as well. Dane should learn the guidelines for contributors and follow them. He should also use proper spelling and grammar.
- 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.
- 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 make job offers Correct To improve customer relations Correct To create engagement Correct Internal communications Correct To develop relationships 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. Internal communications are often sensitive in nature and would not be appropriate to share on a blog that is open to the virtual community. When wishing to acquire information from customers who use your products, which method would yield the best results?
Podcast Wiki Correct Blog Points: 1 / 1 Companies use blogs for public relations, customer relations, crisis communication, market research, viral marketing, internal communication, online community building, and recruiting. 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. Blogs can create a sense of community and stimulate employee participation, an example of internal communication Correct . Points: 1 / 1 Blogs can create a sense of community and stimulate employee participation. Furthermore, blogs mirror the company culture. Internal blogs can be used to monitor projects and other team based events. External communities can also participate in corporate blogs, but only those blogs where the public is allowed to participate, and not private internal blogs 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 Include a call to action
Correct Provide evidence in the body
Correct Create a strong opening paragraph
Incorrect Use a detailed title
Correct Respond to posts respectfully
Incorrect Use close-ended questions
Incorrect Create a conversation with no editing
Points:
1 / 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.
- 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.
- Grammar/Mechanics Checkup 5: Prepositions and Conjunctions
Complete the following sentences with the best option.
Our account manager, Amanda,graduated from college Correct in 1997.
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.
Graduated from college is the best choice in this sentence. The addition of the preposition makes the sentence correct and clearer. Colleges can graduate students; students cannot graduate college.
Put the toner refillnear Correct the printer.
Points:
0 / 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.
Near is the best choice in this sentence. The preposition to is unnecessary.
Select the sentence where the idea is clearer.
Correct We have every desire for and hope of a substantial salary increase.
Incorrect We have every desire and hope of a substantial salary increase.
Points:
0 / 1
Prepositions are connecting words that join nouns and pronouns. Use prepositions to improve the clarity and correctness of your writing.
Don’t omit prepositions necessary to clarify a relationship.
I was more interested in the presenters’ software solutions then their recommendations for personnel training. Correct I was more interested in the presenters’ software solutions than their recommendations for personnel training. Points: 1 / 1 Don’t confuse the adverb then with the conjunction than, which is used to show comparison.
Correct This year we hired one new employee, but next year we will hire ten more.
Incorrect This year we hired one new employee, but management plans to lift the hiring ban next year and hire ten more employees.
Points:
0 / 1
Use coordinating conjunctions to connect only sentence elements that are parallel or balanced.
- 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.
- 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.
Written claim letters are taken more seriously than e-mails and provide arecord of what happened 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 closing of a direct claim letter?A series of open-ended questions
Correct A statement that promotes goodwill and includes an end date and action request
A clear statement of the problem
Points:
1 / 1
Promote goodwill by concluding with a courteous statement and providing specifics on your action request.
Select the most appropriate opening for a direct claim letter when the remedy is obvious.
Correct Please send me a new Nintendo 3DS to replace my broken 3DS, which is still under full warranty.
As you read this letter, please consider the fact that my Nintendo 3DS is still under full warranty.
My Nintendo 3DS screen went blank, and I can’t play games on it anymore. I would like to ask for a new one.
Points:
1 / 1
“Please send me a new Nintendo 3DS to replace my broken 3DS, which is still under full warranty” 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 a clear alternative remedy if one exists.
Correct Document facts logically, objectively, and unemotionally.
Correct Provide specific details about what went wrong.
Incorrect Include original pertinent documents.
Incorrect Include an angry statement explaining your ideas.
Points:
1 / 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?
Zeroing in one statement that is not true and ignoring the rest. Increasing the legal staff in the organization Correct Adding non-disparagement clauses in consumer contracts Deleting unfriendly posts Points: 1 / 1 Increasingly, businesses are beefing up their customer service with social media specialists who field complaints on Facebook, Instagram, and Twitter, but they do not need to add legal staff for this work. However, organizations are adding non-disparagement clauses in consumer contracts to minimize the potential negative effects of voicing complaints on social media. Companies can delete posts, but this will not resolve the issue as an angry customer can repost the comment, or share with their social community that a post was deleted. The goal of responding to social media it to encourage positive information and resolve negative issues. Which of the following is most likely to achieve a positive corporate response when you are posting a complaint on a social media site?
Correct Keep complaints clean, polite, and to the point
Keep comments anonymous
Incorrect Explain the whole story and your feelings about the events that happened
Keep the conversation online, and avoid private responses.
Points:
0 / 1
Verify posting rules and keep all posts clean, polite, and to the point. Providing too much detail may cause your message to lose value. Be open, even anonymous comments can be tracked down. Privacy policies do not protect writers from subpoenas. Sometimes a business will offer to discuss a problem off the public forum.
- 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.
- Adjustment Messages
When you respond favorably to a customer’s claim, you need to write an adjustment letter. An adjustment letter follows a direct pattern.
What should you include in the opening of an adjustment letter?A promise you probably won’t be able to fulfill
Correct A positive explanation of compliance
An explanation of why the customer is at fault, even though you will comply with the request.
Points:
1 / 1
The body of your letter should rebuild customer confidence. Provide a truthful explanation and use a positive tone.
What should be included in the body of an adjustment letter? Check all that apply.
Correct An acknowledgement of negligence
Correct A statement that discourages future business transactions
Correct An explanation of compliance
Correct A statement that rebuilds faith in future business
Correct An attempt to regain customer confidence
Points:
0.8 / 1
The body should explain the details of the compliance stated in your opening. It should contain statements that regain your customer’s confidence and ensure future business.
Read the following message opening, and answer the following questions.
To whom it may concern:
Subject: Information on Request
We were sad to see you sent in a letter complaining about your defective car stereo system’s warranty. Let me explain our policy regarding warranties. We normally honor warranties only from the date of purchase; however, because your situation is special, we will have to comply with your request. My supervisor has agreed to replace your unit for free.
Choose the best revision for the subject line.
Correct Subject: Accepted Replacement Request for Car Stereo System
Incorrect Subject: Expired Warranty Request Accepted
Subject: Your Car Stereo
Points:
0 / 1
“Subject: Accepted Replacement Request for Car Stereo System” would be the best revision for the subject line because it states the outcome of the adjustment in a positive, direct manner.
What advice would you give to the author of the above message?
Correct Begin with a positive statement.
Use the company name in place of “we.”
Capitalize every word in a subject line.
Points:
1 / 1
Adjustment letters that comply with customer requests should be positive to maintain the customer’s goodwill. Readers want to learn of the good news immediately. Don’t begin with a negative statement, and be sure to use an enthusiastic, not grudging, tone.
Apologies are sometimes included in adjustment letters as a gesture of goodwill.
Determine if the following apology is appropriate.
“We apologize for the extra effort we have caused you to put into fixing our mistake.”
Appropriate Correct Inappropriate Points: 1 / 1 This apology is inappropriate. If you choose to include an apology, be sure not to admit negligence.
- 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.
- 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 closing of a direct request letter shouldrequest an action with an end date Correct .
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.
Your manager asks you for advice about the tone of a request letter she is composing to an irate customer.
What advice would you give?Match the tone of the irate customer.
Use emoticons within the text to ensure correct tone.
Correct Express appreciation in a fresh and efficient manner.
Points:
1 / 1
Remember there is no face-to-face contact when using a letter to communicate, so misunderstandings can result if you write in the wrong tone, for example, sounding cold when you mean to sound correct. Make sure you show appreciation without sounding trite.
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 Analyze your needs.
Correct Frame your request logically.
Correct Organize your ideas.
Correct Use parallel construction for lists.
Correct Thank the recipient in advance.
Points:
0.6 / 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 letterssupply explanations and additional information Correct .
Points:
1 / 1
The body of a reply letter should contain explanations and additional information. Arrange this information logically and concisely, using graphic highlighting when needed.
Read the following selection, and answer the following question.
Dear Mr. Dunlap:
Subject: Your Request for Invoicing Process Information
I am happy to let you know that I can answer your question regarding the company invoice processing. As you may know, once a contract has been signed, service providers may invoice the company at any time during the project as work is completed.
True or False: This is an effective beginning for a direct reply letter.
True Correct False Points: 1 / 1 False. This is not an effective beginning for a direct reply letter. While the message does include a clear and specific subject line that is located below the salutation, it does not place the most important information first in the opening of the message. Which graphic devices should be used in the body of a direct response letter? None; graphic devices are unprofessional. All caps with occasional italics for emphasis. Correct Lists, tables, headings, and other highlighting techniques. Points: 1 / 1 Lists, tables, headings, and other highlighting techniques will make your reply more readable and professional. Avoid using all caps; it is the equivalent of shouting. What strategies should a direct response message use? Check all that apply.
Correct Respond to angry inquiries with vague answers.
Correct Help readers find additional information by providing clear references.
Correct Place the most important information first.
Correct Close with an open-ended question to promote dialogue.
Correct Identify the reason for writing in the subject line and any previous correspondence.
Points:
1 / 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.
What is the value of the real-time feedback of customer comments? Check all that apply.
Correct They can help clear up supply chain bottlenecks.
Correct They let companies ignore customer complaints while appearing to be receptive.
Correct They can expose product flaws.
Correct They offer customers a venue for product trolling.
Correct They can improve operating instructions.
Points:
1 / 1
Customer comments offer real-time feedback that may help clear up supply chain bottlenecks, expose product flaws, and improve operating instructions.
Which of these guidelines should you follow when responding to customers online? Check all that apply.
Correct Personalize and humanize your business.
Correct Own up to problems and mistakes.
Correct State your name and position.
Correct Direct users to approved information sources.
Correct Respond in an upbeat, professional tone.
Points:
0.8 / 1
When responding to customers online, be positive, transparent, honest, timely, and helpful.
Read the following selection, and answer the following question.
Dear Mr. Trujillo:
Subject: To all employees
We’ve instituted a new process for requesting vacation time. Here’s how it will work.
1. Log-in to your timesheet account.
2. There’s a tab for time off requests.
3. Fill in the details for your request.
4. You’ll want to have contacted your manager and received an e-mail approval.
5. Attach the e-mail approval from your manager.
We hope this new process will help to streamline time off requests. Contact the HR department if you have any questions.
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. The subject line is unclear. The instructions do not consistently use the imperative, and they are not arranged in order.
- 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.
- Keeping the Indirect Strategy Ethical
You may worry that the indirect organizational strategy is unethical and manipulative, but the alternative—breaking the news bluntly—can cause pain and hard feelings.
Fill in the blank with the most appropriate answer.
Use the indirect approach when you want tosoften the blow and ensure that your reasoning will be heard Correct .
Points:
1 / 1
Ethical communication is determined by the motives of the sender. Ethical and effective communicators use the indirect approach to make sure that their reasoning is heard and to be compassionate by softening the blow.
Read the following scenario, and answer the following question.
Your company is experiencing difficult times and must lay off 52 workers, many of whom have been with the company for a number of years. The message sent to these employees uses an indirect approach.
Is the sender using an indirect approach in an ethical or unethical manner?
Correct Ethical
Unethical
Points:
1 / 1
In this scenario, an indirect approach would be ethical because the sender is using it to soften the blow and to make sure reasoning is heard first.
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.
Determine what strategy should be used in the following situation.
You are demoting an employee to avoid laying them off.
Incorrect Direct
Correct Indirect
Points:
0 / 1
Use an indirect pattern to help maintain your receiver’s attention until you have explained the reasons and to soften the impact of the news.
You are sending an email that announces company layoffs. If you put the announcement in the last paragraph of the email youshow compassion for the reader Correct .
Points:
1 / 1
In using the indirect strategy, your motive is not to deceive the reader or hide the news. Rather, it is to be a compassionate, yet effective communicator. Placing the bad news at the end of the message does not misrepresent the truth; it offers a better understanding of the information. Breaking bad news bluntly can cause pain and hard feelings. Using an indirect format for bad news can actually lengthen a message as you first provide reasons for the bad news.
- 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.
- 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 shouldgather all the information Correct when personally delivering bad news within organizations.
Points:
1 / 1
Make sure you are calm and have all the necessary facts before confronting someone. Remember, every story has two sides.
Read the following scenario, and answer the following question.
You recently conducted a series of interviews for an accounting position at your law firm. You’ve decided on a candidate but need to inform the other applicants that they were not selected for the position.
How can you reduce the disappointment? Check all that apply.
Correct Be vague in your explanation.
Correct Provide extra information.
Correct Use an indirect strategy.
Correct Reveal specific reasons for not hiring the applicant.
Points:
1 / 1
Be tactful in your response, and soften the news by using an indirect pattern. Don’t offer specific explanations about why the applicant wasn’t hired. Offering extra information could result in a lawsuit.
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. Raphael 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 Raphael make of the body of the letter?
Correct Fails to reveal reader benefits
Provides no explanation
Incorrect Reveals confidential reasons
Points:
0 / 1
Readers are more open to bad news if it will benefit them or someone or something else.
What error should Raphael identify in the closing of the letter?
Uses flowery language Offers good wishes Correct Makes a promise that might be difficult to keep Points: 1 / 1 Avoid making promises you might not be able to keep. Be aware that what you say can be misinterpreted or result in a lawsuit.
- 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.
- 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.
When the board of directors asked that the company stop underwriting the PGA event the CEO knew that the decision which he made with the company’s best interest in mind lacked foresight.
Incorrect When the board of directors asked that the company stop underwriting the PGA event the CEO knew, that the decision which he made with the company’s best interest in mind, lacked foresight.
Incorrect When the board of directors asked, that the company stop underwriting the PGA event, the CEO knew that the decision which he made with the company’s best interest in mind lacked foresight.
Correct When the board of directors asked that the company stop underwriting the PGA event, the CEO knew that the decision, which he made with the company’s best interest in mind, lacked foresight.
Points:
0 / 1
When the board of directors asked that the company stop underwriting the PGA event is a dependent clause functioning as an introductory element and should be followed by a comma.
Which he made with the company’s best interest in mind should be set off by commas. It is not essential to the meaning of the sentence.
The new phones fax machines printers and laptops should arrive next week but you shouldn’t expect IT to get everything set up for another two weeks.
The new, phones, fax machines, printers, and laptops should arrive next week but you shouldn’t expect IT to get everything set up for another two weeks. Correct The new phones, fax machines, printers, and laptops should arrive next week, but you shouldn’t expect IT to get everything set up for another two weeks. The new phones fax machines printers and laptops should arrive next week, but you shouldn’t expect IT to get everything set up for another two weeks. Points: 1 / 1 The new phones, fax machines, printers, and laptops is a list of three or more items; place commas between each item. The new phones, fax machines, printers and laptops should arrive next week, but you shouldn’t expect IT to get everything set up for another two weeks is a compound sentence with a coordinating conjunction and requires a comma before the conjunction. The invoice should be sent to Ventura Communications 58 Jackrabbit Avenue Suite 10 Phoenix AZ 85745 no later than March 4 2008. The invoice should be sent to Ventura Communications 58 Jackrabbit Avenue Suite 10, Phoenix, AZ 85745 no later than March, 4 2008. The invoice should be sent to Ventura Communications 58 Jackrabbit Avenue Suite 10 Phoenix AZ 85745, no later than March 4, 2008. Correct The invoice should be sent to Ventura Communications, 58 Jackrabbit Avenue, Suite 10, Phoenix, AZ 85745, no later than March 4, 2008. Points: 1 / 1 Commas separate each distinct unit of an address with the exception of the two-letter state abbreviation and zip code. Commas are required between all elements in a date except the month and the day of the month. Which of the following sentences are correctly punctuated? Check all that apply.
Incorrect Due to our recent expansion, our company address has changed to 3400 Industrial Way Suite 2031, Newnan GA 30265.
Incorrect In the file cabinet under O you’ll find a printed copy of the operations manual.
Correct Speaking well is important, yet it is not everything.
Correct When you accept the award this evening, speak with confidence, enthusiasm, and appreciation in your voice.
Incorrect Jessica’s former office mates who joined the company at the same time she did have either been promoted or changed jobs.
Points:
0.8 / 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).
In the file cabinet under O, you’ll find a printed copy of the operations manual requires a comma after the introductory phrase.
Jessica’s former office mates, who joined the company at the same time she did, have either been promoted or changed jobs requires a comma to set off the nonessential intervening phrase.
Due to our recent expansion, our company address has changed to 3400 Industrial Way, Suite 2031, Newnan, GA 30265 requires commas between each distinct element of the address except the state and zip code.
- 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.
- 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.
You own a specialty candle manufacturing company that supplies candles for restaurants and other businesses. Your wax supplier recently went out of business, and the new supplier charges more for shipping and handling. Because of this, you need to raise your prices. Customers need to be informed of this price increase.
What are your goals when responding to the previous scenario? Check all that apply.
Correct To convey fairness
Incorrect To promise that your prices won’t increase again
Correct To maintain a positive image of you and your organization
Correct To reduce bad feelings
Incorrect To encourage follow-up correspondence from the receiver
Points:
0.8 / 1
Explain the bad news and your reasons clearly and fairly. Don’t make promises you can’t keep, because it will reflect badly on your company’s image.
Staying calm and using polite language while offering a clear explanation of why the negative message was necessary helps the sender to:
Correct Project a professional image
Limit legal liability
Be firm in their decision
Avoid apologizing
Points:
1 / 1
Even when irate customers sound threatening and overstate their claims, you project a professional image by staying calm, using polite language, and responding with clear explanations of why a negative message was necessary. When appropriate, accept blame and apologize without creating legal liability for your organization or yourself. Do not accept blame for something you are not responsible but apologize for the inconvenience caused. Before the sender wrote the bad news message they should have been firm in their decision, knowing it was fair and reasonable in this instance.
When you can show that the decision wasimpartial Correct , receivers are far more likely to accept the negative news.
Points:
1 / 1
Be fair. When you can show that the decision was fair, impartial, and rational, receivers are far more likely to accept the negative news. When a decision was carefully thought out and considered from the audiences point of view there is likely to be more acceptance by the audience.
- 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.
chapter 8
- Understanding Persuasion in a Social and Mobile Age
Contemporary businesses have embraced leaner corporate hierarchies, simultaneously relying on teams, eliminating division walls, and blurring the lines of authority. As teams and managers are abandoning the traditional command structure, excellent persuasive skills are becoming ever more important at work.
Consumers must be alert to persuasive practices Correct that influence behaviors.
Points:
1 / 1
As citizens and consumers, we need to be alert to persuasive practices and how they influence behavior. Being informed is our best defense. Standard practices are the expected norms of behavior and would be less likely to create influence. Unethical practices should be avoided. Routine practices are important but are generally not something that will influence a consumer’s behavior, unless they are poor or unethical practices.
The most striking developments, summarized in this section, are less than three decades old.
Check all that apply
How has persuasion changed in the digital age? Check all that apply.
Incorrect Persuasion is simple and more personal
Correct Persuasive messages spread at warp speed
Correct All businesses are in the persuasion business
Correct The volume and reach of persuasive messages have exploded
Incorrect Persuasive techniques are bold and blunt
Points:
1 / 1
Persuasion has changed in the digital age. The volume and reach of persuasive messages have exploded. Persuasive messages spread quickly. All organizations are now in the persuasion business. Persuasive techniques are more subtle and misleading, not bold or blunt. Persuasion is more complex and impersonal, instead of simple and more personal.
While delivery channels have changed, the principles of effective persuasion have not.
Select the persuasion technique that is indicated by each of the following actions.
Lining up plausible support such as statistics, reasons, and analogies.
Recognize the power of loss Compromise Correct Tie facts to benefits Create specific requests Points: 1 / 1 When tying facts to benefits, support in the form of statistics, reasons, and analogies should be used. The goal is to convert the supporting facts into specific audience benefits. This is the opposite of showing the audience of what they stand to lose if they don’t agree. Facts can be used to support a specific request but do not indicate what the specific request is. Be flexible and aim for a solution that is acceptable to all parties by showing the benefits. Being ready to respond to conflicting beliefs, values, and attitudes.
Correct Expect and overcome resistance
Establish credibility
Make reasonable and specific requests
Recognize the power of loss
Points:
1 / 1
When you are faced with opposition from conflicting beliefs, values, and attitudes, you can overcome resistance with well-reasoned arguments and facts. Showing others what they stand to lose if they don’t agree is not a response to conflicts, beliefs, and attitudes. Reasonable and specific requests are realistic, doable, and attainable. Establishing credibly shows that you are truthful, experienced, and knowledgeable.
Today, persuasive techniques are subtle, and sometimes misleading.
Select the best choice.
Today’s persuasive techniques are more effective when they emphasize emotions Correct .
Points:
1 / 1
Instead of a blunt, pushy hard-sell approach, persuaders play on emotions by using flattery, empathy, nonverbal cues, and likability appeals. They are selling images and lifestyles, not products. American consumers are more diverse and don’t necessarily think alike, and want messages tailored to them.
- 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.
- Writing Effective Persuasive Claims and Complaints
Effective claim and complaint messages:Use an irrational tone
Accuse the receiver of intentionally creating the problem
Correct Adopt a moderate tone
Points:
1 / 1
A successful persuasive claim or complaint uses a rational, moderate tone and avoids accusations.
What should you not do in a persuasive claim or complaint message? Check all that apply.
Incorrect Strive for logical development
Correct Use an irrational, emotional tone
Correct Give a blow-by-blow chronology of details
Incorrect Open with sincere praise
Points:
1 / 1
Keep your detailed description logical and brief and use a calm, rational tone.
Select the correct response
How should a complaint message begin?
Details of the situation Demanding action Correct Using logical development As emotional appeals Points: 1 / 1 Select the correct response If you would like a refund for a defective product, where would you make that specific request?
The request should be implied rather than specifically stated. Correct In the close of the message In the body of the message Points: 1 / 1 Check all that apply Identify the key elements to incorporate when making a request for a claim or adjustment. Check all that apply.
Correct Logical development Incorrect Anger Correct Reasonable request Incorrect Allow company to choose solution to issue Correct Clear facts Correct Statement of what you want done Points: 0.67 / 1
- 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.
- Creating Effective Sales Messages in Print and Online
Sales messages use persuasion to promote specific products or services. Although you may not have to write sales letters in your career, you can use the techniques of effective sales letters to help you promote your ideas, your organization, and even yourself.
Professionals follow the AIDA pattern (attention, interest, desire, and action) for persuasion, which works well for written messages. Messages following the AIDA pattern open with an attention-getter.
Read the following attention-getter, and answer the following question.
Dear Mr. Chandler:
The early bird catches the worm! Register at MyBirdWatch.com now and be one of our first 100 members. Read on to learn more about our exclusive offer.
Which hook does this attention-getter use?Benefit
Product feature
Correct Quotation or proverb
Points:
1 / 1
Use a quotation or proverb, such as the early bird gets the worm to hook the reader’s attention.
Fill in the blank with the most appropriate answer.
The interest section of your sales message shoulddescribe the central selling points of your product or service Correct .
Points:
1 / 1
Build interest by describing the central selling points of a service or product as they are relevant to the reader’s needs and by making rational or emotional appeals. Rational appeals are associated with logic and reason; emotional appeals play to status and ego. Clever messages use a dual appeal to pique readers’ interests.
What techniques overcome resistance and improve the credibility of a product? Check all that apply.
Correct Including performance tests, polls, or awards
Correct Listing names of satisfied users
Incorrect Sending unwanted merchandise
Incorrect Using a celebrity name without authorization
Points:
1 / 1
Naming satisfied customers, mentioning awards received, and providing results from performance tests or polls can help overcome resistance and improve the credibility of a product.
What should the closing of your sales message include? Check all that apply.
Correct A punch line
Incorrect A misleading statement
Incorrect A puffery claim
Correct A postscript
Points:
1 / 1
The final paragraph of a sales letter should include the punch line that tells readers what you want done and gives them reasons to do it. Most sales letters also include a postscript because readers who might skim over the rest of the letter often will read the postscript.
If you carefully follow the AIDA pattern, your persuasive message will be more effective.
Read the following persuasive sales message, and answer the following questions.
June 10, 2012
Ms. Hannah King
1383 16th Avenue
New York, NY 76567
Dear Ms. King:
[1] When you are thinking about eco-friendly products, don’t be bamboozled by bamboo! Bamboo grows up to three or four feet a day and offers an affordable, beautiful, eco-friendly source for furniture.
[2] We are the Panda Furniture Company. For the last ten years, we have created beautiful bamboo furniture products for homes and gardens in the Philadelphia area. Our ten-year tradition of excellence—supported by two Go Green Awards and three Certificates of Excellence from World Sustain—has made Panda an industry leader. Anderson Research Inc. found that Panda has the best quality bamboo furniture and uses the most eco-friendly production process.
[3] Due to popular demand for our eco-friendly products, we are opening a showroom in New York where customers just like you will be able to visit and experience our comfortable and beautifully designed products. Mayor Darby notes that his “Panda couch is easily the most responsible and elegant investment” he’s made this year. So, be our guest at the sneak preview of our New York Panda store. We will have exclusive products from our new lines for sale.
[4] On June 15th from 10 a.m. until 2 p.m. our store is yours for an exclusive sneak preview. The first 25 guests will receive a complimentary Panda Eco-Friend end table. Refreshments will be provided by BluePointe Bakery. So, take the Parkway to Exit 12 and join us for this momentous occasion! Together, we look forward to a sustainable future.
Sincerely yours,
Bonnie Weisz
What is effective about the opening (paragraph 1) of the previous message? Check all that apply.
Correct Gains attention Correct Uses an interesting fact Incorrect Sounds preachy or parental Incorrect Uses a direct pattern Points: 1 / 1 Use attention-grabbing openers such as startling statements or interesting facts, statistics, or quotes. In paragraph 4, which statement motivates action?
Correct The first 25 guests will receive a complimentary Panda Eco-Friend end table.
So, take the Parkway to Exit 12 and join us for this momentous occasion!
Together, we look forward to a sustainable future.
Points:
1 / 1
Offering a gift is an effective strategy to motivate action in the closing of a sales message.
E-mail and Internet marketing campaigns allow you to make the most of limited advertising dollars while reaching a great number of potential customers. Like traditional direct mail, persuasive messages online can help you attract new customers, keep existing ones, and promote future sales.
The persuasive techniques used for print messages also work with electronic messages; there are, however, a few key differences. Identify the guidelines for creating effective e-mail sales messages. Check all that apply.
Incorrect Keep the main point “below the fold.”
Correct Provide a means for opting out.
Correct Focus on a few central selling points.
Correct Craft a catchy subject line.
Incorrect Send “blanket” mailings.
Points:
1 / 1
Effective online sales messages follow these guidelines: craft a catchy subject line; keep the main information “above the fold”; make the messages short, conversational, and focused on a few central selling points; sprinkle testimonials throughout the copy; and provide a means for opting out.
Fill in the blank with the most appropriate answer.
Many companies use blogs and tweets to help developa positive online presence Correct .
Points:
1 / 1
Company blogs and Twitter accounts are powerful marketing tools that can help project a professional, positive online presence.
Identify an element of a successful persuasive tweet.
Wait for customer testimonials and only retweet those. Correct Draw attention to interesting events or media links. Respond to your competitors’ tweets about how your product or service is better. Points: 1 / 1 Even if you can’t use the full, four-part strategy, the principles behind AIDA still apply to micromessages. Use catchy and intriguing attention getters, and always try to include a call-to-action. Do not spam your audience with constant retweets, multi-part tweets, or other content that annoys more than it attracts.
- 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.
Chapter 11
Which of the following are synonyms for professional behavior? Check all that apply.
Incorrect Friendliness Correct Business etiquette Correct Protocol Incorrect Compliance Correct Polish Points: 0.6 / 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.
What dimension of professional behavior did your coworker violate by failing to send a follow-up note?
Correct Reliability and responsibility Incorrect Courtesy and respect Honesty and ethics Points: 0 / 1 The final dimension of professional behavior that your coworker violated is the dimension of reliability and responsibility; he did this by failing to act on the commitment to send follow-up correspondence to the prospective client.
Employers want team players. Excellent interpersonal and organizational Correct skills are highly valued in professional settings where good teamwork is essential to company success.
Points:
1 / 1
Excellent interpersonal and organizational skills are highly valued in professional settings where teamwork is essential to the organization’s success. While your quantitative and mathematical abilities are important, if you are unable to work with others successfully, your skills may be less valuable to the company.
Read the scenario, and answer the question.
You agreed to complete the market analysis section for a team presentation tomorrow but have not budgeted your time well. It is already 5:30 p.m., and you aren’t quite done. If you stay at the office until your report is finished, you will be late for dinner with a friend. If you don’t finish it, you will put the team way behind schedule. You consider submitting it as is, hoping no one will notice.
What should you do?
Leave the office for dinner, and finish your report in the morning. Make your report look professional and submit it as is. Correct Reschedule your dinner engagement or take your work home and finish it after dinner. Points: 1 / 1 In this situation, the best course of action is to reschedule your dinner engagement or take your work home and finish it after dinner. While you may not want to reschedule or finish your work at home, you must remain reliable and responsible in professional settings. After you have agreed to a professional commitment, you should keep it.
Which of the following is an outcome of incivility at the workplace? Check all that apply.
Incorrect More focus on the work
Correct Lack of effort on the job
Incorrect Better health
Correct Loss of customers
Incorrect Increased helpfulness
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 is the ability to get along well with others and to get them to cooperate with you.
Points:
1 / 1
Social intelligence points to a deep understanding of culture and life that helps us negotiate interpersonal and social situations. Incivility is rude and inappropriate behavior and will not allow members to get along and cooperate. Professionalism means maintaining personal credibility and a positive online presence. A broad definition of professionalism also encompasses another crucial quality in a businessperson: ethics, or integrity. While professionalism and high ethical standards are important workplace skills, they do not guarantee an understanding of social situations and cultures.
Which of the following are aspects of reliability and diligence? Check all that apply.
Correct Dependability Incorrect Giving criticism graciously Incorrect Sincerity Correct Consistent performance Incorrect Fair treatment of others Correct Honoring commitments Correct Keeping promises Points: 0.57 / 1 Dependability, honoring commitments, and keeping promises are all aspects of reliability and diligence. Sincerity is an aspect of courtesy and respect. Giving criticism graciously is an aspect of courtesy and respect. Fair treatment of others is an aspect of tolerance and tact.
- 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.
- 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 Be professional and courteous.
Correct Be brisk when rushed.
Incorrect Use transit and meal times to make phone calls.
Correct Leave complete voice mail messages.
Correct Be cheerful and accurate.
Points:
0.8 / 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 receive a voice mail message from a client who rushes through the message and fails to leave a phone number.
What improvements could the client make when using voice mail?
Speak fast and leave a shorter message. Speak fast, but make sure to leave a name, number, and the date and time of the call. Correct Slow down and leave a name, number, and the date and time of the call. Points: 1 / 1 Do not rush when leaving a voice mail message. Instead, enunciate clearly and speak slowly when giving your telephone number, name, and the date and time of your call. Which practice demonstrates courteous and responsible cell phone use? Answer all calls when you receive them. Ignore wireless-free areas. Correct Drive now; talk later. 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 youtest your message Correct . Points: 0 / 1 Call your number and assess your message. Is the tone warm and friendly? Does it sound inviting?
- 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.
Teams are a vital force in today’s workplace. Although a few companies avoid team-based models, most companies consider teamwork fundamental to their success. Organizations form teams because effective teams usuallyare more productive Correct . Points: 1 / 1 Team members are closer to the action and able to see more opportunities, thus improving their decision-making and problem-solving abilities. Associate each activity with the corresponding phase of team development. Activity Phase Build trust. Forming Correct Points: 0 / 1 The following activities are associated with the four phases of team development in decision making. Forming 1. Select members. 2. Become acquainted. 3. Build trust. 4. Form collaborative culture. Associate each activity with the corresponding phase of team development. Activity Phase Form collaborative culture. Forming Correct Points: 1 / 1 The following activities are associated with the four phases of team development in decision making. Forming 1. Select members. 2. Become acquainted. 3. Build trust. 4. Form collaborative culture. Associate each activity with the corresponding phase of team development. Activity Phase Collect and share information. Storming Correct Points: 1 / 1 The following activities are associated with the four phases of team development in decision making. Storming 1. Identify problems. 2. Collect and share information. 3. Establish decision criteria. 4. Prioritize goals. Associate each activity with the corresponding phase of team development. Activity Phase Establish decision criteria. Storming Correct Points: 1 / 1 The following activities are associated with the four phases of team development in decision making. Storming 1. Identify problems. 2. Collect and share information. 3. Establish decision criteria. 4. Prioritize goals. Associate each activity with the corresponding phase of team development. Activity Phase Discuss alternatives. Norming Correct Points: 1 / 1 The following activities are associated with the four phases of team development in decision making. Norming 1. Discuss alternatives. 2. Evaluate outcomes. 3. Apply criteria. 4. Prioritize alternatives. Associate each activity with the corresponding phase of team development. Activity Phase Prioritize alternatives. Norming Correct Points: 1 / 1 The following activities are associated with the four phases of team development in decision making. Norming 1. Discuss alternatives. 2. Evaluate outcomes. 3. Apply criteria. 4. Prioritize alternatives. Associate each activity with the corresponding phase of team development. Activity Phase Analyze effects. Performing Correct Points: 1 / 1 The following activities are associated with the four phases of team development in decision making. Performing 1. Select alternative. 2. Analyze effects. 3. Implement plan. 4. Manage project. Associate each activity with the corresponding phase of team development. Activity Phase Manage project. Performing Correct Points: 1 / 1 The following activities are associated with the four phases of team development in decision making. Performing 1. Select alternative. 2. Analyze effects. 3. Implement plan. 4. Manage project. Consider the team described in the following situation, and answer the question. You’re at your weekly meeting with your teammates. The team’s last assignment was producing the Public Broadcasting Service’s new line of educational programs. Those programs are currently at the top of their category, according to the latest television ratings. “Now,” says the team leader, “our next project will be developing science programming. Let’s get to work!” Immediately ideas begin to flow. Which team behavior does this situation describe?
Correct Contributing information and ideas
Failing to stay on task
Withdrawing or failing to participate
Points:
1 / 1
In this situation, the team members are exhibiting positive team behaviors by contributing information and ideas.
Successful teams share several characteristics. For example, successful teams collaborate rather than compete Correct .
Points:
1 / 1
Team members who work together accomplish more than team members who compete for personal gain.
Successful teams share several characteristics. For example, successful teamsemploy good communication techniques Correct .
Points:
0 / 1
Teams that share information freely and informally, listen carefully, and pay attention to nonverbal communication signals work together more cohesively.
- 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.
- 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.
Attractive locations for transfer areHonolulu, Hawaii; San Francisco, California; and Seattle, Washington Correct .
Points:
1 / 1
Use semicolons to separate elements in a series when those elements already contain commas.
Three of the managers Jake, Jessica, and Tyree drafted a letter of complaint regarding the new overtime policy.
Incorrect Three of the managers “Jake, Jessica, and Tyree” drafted a letter of complaint regarding the new overtime policy.
Correct Three of the managers—Jake, Jessica, and Tyree—drafted a letter of complaint regarding the new overtime policy.
Points:
0 / 1
Use dashes to set off or emphasize content. Dashes add more emphasis than parentheses. Dashes are also used to set off parenthetical statements and introductory lists.
They speaking out of turn at meetings was beginning to annoy the project manager.
Correct Their speaking out of turn at meetings was beginning to annoy the project manager.
Them speaking out of turn at meetings was beginning to annoy the project manager.
Incorrect They speaking out of turn at meetings began to annoy the project manager.
Points:
0 / 1
When a noun precedes a gerund (a verb form ending in -ing that is used as a noun), use possessive pronouns or add an apostrophe and the letter s (that is, ’s) to the noun to indicate ownership.
Choose the best option to answer the question.
For what purpose do you use colons?
Incorrect To introduce a list, quote, or idea directly following an independent clause; to introduce e-mail messages; to separate the hour from the minutes in time notations; or to join one independent clause and one dependent clause
Incorrect To introduce a formal business message; to separate the hour from the minutes in time notations; to join two independent clauses when they are joined by an independent marker followed by a comma; to emphasize a list; or to introduce all quotes
Correct To introduce a formal business message; to separate the hour from the minutes in time notations; to join two independent clauses when you want to emphasize, define, amplify, or illustrate the first clause; or to introduce a list, quote, or idea directly following an independent clause
Points:
0 / 1
Use colons to introduce a formal business message; to separate the hour from the minutes in time notations; to join two independent clauses when you want to emphasize, define, amplify, or illustrate the first clause; or to introduce a list, quote, or idea directly following an independent clause.
What is true when a noun precedes a gerund (a verb form ending in -ing that is used as a noun)?
Correct You should use possessive pronouns or add an apostrophe and the letter s (that is, ’s) to the noun to indicate ownership.
Both function as adjectives.
You should place a comma before the noun to avoid creating a run-on sentence.
Points:
1 / 1
When a noun precedes a gerund (a verb form used as a noun), use possessive pronouns or add an apostrophe and the letter s (that is, ’s) to the noun to indicate ownership.
Example: Lisa’s chattering bothered everyone.
Choose the correct punctuation to complete the following sentence.
Mr.Norris’ Correct application was submitted electronically.
Points:
1 / 1
Use an apostrophe to show ownership in nouns that end with an s sound.
Did she ask for next Wednesday off? 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 of the following use correct punctuation? Check all that apply.
Correct When you leave at 5:00 p.m., please shut the door and lock it; however, do not set the alarm.
Incorrect When the error message appears on the screen, you should exit the program, right.
Incorrect Very few young, entry-level employees remember the company’s financial scandals in the 1980’s and 90s.
Correct Dear Ms. Collin:
Points:
0.75 / 1
Very few young, entry-level employees remember the company’s financial scandals in the 1980’s and 90s is incorrect. Apostrophes are used to indicate missing characters. The sentence should read Very few young, entry-level employees remember the company’s financial scandals in the 1980s and ’90s.
When the error message appears on the screen, you should exit the program, right is incorrectly punctuated. Statements with appended questions should end in a question mark.
- 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.
- 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.
Correct Business etiquette
Correct Soft skills
Correct Protocol
Incorrect Friendliness
Correct Polish
Points:
1 / 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 violate when with the prospective client?
Correct Honesty and ethics
Incorrect Reliability and responsibility
Incorrect Courtesy and respect
Points:
0 / 1
The second dimension of professional behavior that your coworker violated is the dimension of honesty and ethics; he did so by revealing confidential information and making disparaging remarks about one of AdSmart’s competitors.
Strong verbal and written communication Correct skills are highly sought by employers.
Points:
1 / 1
Strong verbal and written communication skills are highly sought by employers. Learn to improve your communication skills to increase the productivity of your company and advance your own career.
Read the scenario, and answer the question.
You are in a meeting, and your coworker verbally insults you and belittles your idea.
What should you do?
Correct Refrain from responding during the meeting, and address the issue honestly and privately at a later time.
Make a sharp remark that lets everyone in the meeting know you will not tolerate ridicule.
Confront your coworker right then and there.
Points:
1 / 1
In this situation, the best course of action is to refrain from comment and address the issue honestly and privately at a later time. Even though your coworker’s behavior is unprofessional and insulting, you should remain tolerant and exercise tact at all times.
Which of the following is an outcome of incivility at the workplace? Check all that apply.
Incorrect Increased performance levels
Incorrect Better health
Correct Higher turnover
Incorrect Improved thinking skills
Correct Feelings of lack of respect
Points:
0.8 / 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 helps us negotiate interpersonal and social situations.
Points:
1 / 1
Social intelligence points to a deep understanding of culture and life that helps us negotiate interpersonal and social situations. Teamwork is the process of two or more members working to complete a task. Self-confidence is a person’s belief in their own abilities. Unfortunately, when strong enough, that belief can blind you to the situation around you. Incivility is rude and inappropriate behavior that detracts from social situations rather than helping us to negotiate them.
Which of the following are aspects of honesty and ethics? Check all that apply.
Incorrect Showing up prepared Correct Truthfulness Correct Fair competition Incorrect Apologizing for errors Correct Empathy Incorrect Consistent performance Correct Respecting others Points: 0.57 / 1 Truthfulness, respecting others, fair competition, and empathy are aspects of honesty and ethics. Apologizing for errors is an aspect of courtesy and respect. Showing up prepared is an aspect of collegiality and sharing. Consistent performance is an aspect of reliability and diligence.
- 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.
- Communicating Face-to-Face on the Job
Face-to-face communication skills are important for career success and organizational effectiveness. Therefore, it is important to understand interpersonal speaking techniques.
Uptalk Correct creates an unintentional impression that the statement is a question.
Points:
1 / 1
Which of the following are etiquette guidelines that promote positive workplace conversations? Check all that apply.
Correct Choose appropriate conversational topics
Correct Act professionally in social situations
Correct Use correct names and titles
Incorrect Always speak your mind
Correct Avoid negative remarks
Points:
0.8 / 1
To promote positive workplace conversations at the office and in work-related social settings, use correct names and titles, choose appropriate topics, avoid negative remarks, listen to learn, give sincere and specific praise, and act professionally in social situations.
Read the scenario, and answer the questions.
You have been working in an entry-level position in Raytheon’s Environmental Health and Safety division for the last six months. You are part of a team that reviews safety reports, enters the information into the database, and compiles statistical analyses of the results for your superior, Jack Blum.
Today, Mr. Blum stopped by your desk to chat. He asked how you were doing and commented on the weather. He complimented you on your team’s previous statistical analysis and then proceeded to point out several errors in your team’s current report.
What is the information your superior is trying to deliver?
He is worried about the functionality of your team. Correct He wants you to correct the errors in the current report. You are ready for a promotion. Points: 1 / 1 Mr. Blum seems pleased with your progress, but he has noticed some mistakes in the current report. His main message was to indirectly ask you to fix the report. Superiors often sandwich requests for action between motivational comments to build employee morale. What can you do to respond effectively to criticism from your coworker? Prejudge her remarks. Argue with her assessment. Correct Learn from criticism. Points: 1 / 1 You’ll need to reassure Audra that her concerns are being heard, but you may not want to commit yourself to agreeing with her. As the team leader you should remain objective and learn from her criticism. What you learn from Audra may help you to properly manage the situation. Read the scenario, and answer the questions. You are a project manager for a specialty sports equipment manufacturer. A critical member of your design team, Gwen, has been unprofessional and rude to her coworkers, and she has missed two deadlines. You need to address the problem before it gets out of hand and you fall behind schedule. What is your first step in offering Gwen constructive criticism? Make a list of all the reasons you should fire her. Correct Mentally outline your conversation. Address your concerns at the weekly staff meeting. Points: 1 / 1 When providing constructive criticism, you should prepare a mental outline of your conversation, use face-to-face communication, and focus on improvement, discussing the behavior rather than the person. Additionally, you might offer to help. Be sure to keep the conversation private and encourage two-way communication.
chapter 12.
- 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.
- 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.
Why is determining your purpose the most important part of preparation?
Incorrect Establishing your purpose provides a clear counterpoint to the audience profile.
Determining your purpose is not the first step.
Correct Knowing your purpose gives you clear direction.
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.
Incorrect Why am I giving this presentation?
Incorrect What do I expect to learn from this presentation?
Correct How will this topic appeal to this audience?
Correct How can I relate this information to my listeners’ needs?
Correct What measures must I take to ensure that this audience remembers my main points?
Incorrect How will I benefit from impressing this audience?
Points:
0.83 / 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 giving a presentation to explain recent layoffs and upcoming budget shortfalls to your employees and coworkers. You know that many of the people in the audience will be hostile to your message.
What organizational pattern would be best for this situation?
Correct Topical or chronological Interactive Direct Points: 1 / 1 What delivery style should you use?
Correct Calm and controlled Warm and friendly Dynamic and entertaining Points: 1 / 1 What should you include in your supporting material? Check all that apply.
Correct Objective data Correct Expert opinions Incorrect Humor Incorrect Startling visuals Points: 1 / 1 Since you know your audience will be hostile, use a non-controversial pattern such as a topical or chronological arrangement. Remain calm and controlled. Avoid humor, anecdotes, startling visuals, and extended question-and-answer periods. Be sure to support your presentation with objective data and expert opinions.
- 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.
- Establishing Audience Rapport
Good speakers use a number of verbal and nonverbal techniques to connect with their listeners. You can build this rapport by including effective imagery in your speech, supplying verbal signposts, and using body language strategically.
Identify the effective imagery technique employed in the following sentences.
Starting a new company is similar to watching a newly planted garden grow.Metaphor
Personal anecdote
Correct Analogy
Points:
1 / 1
An analogy is an explicit comparison of similar traits between seemingly dissimilar things. A metaphor is similar but is stated implicitly without using words such as like, as, or is similar to.
Scan the room. Four out of five people here today struggle with a fear of public speaking.
Personal anecdote Worst- and best-case scenarios Correct Personalized statistics Points: 1 / 1 Enliven your presentation and enhance the audience’s comprehension by using statistics that they can relate to immediately. Identify the verbal signpost. We have tackled this subject with one approach. Now let’s look at it from another angle.
Correct Switching directions
Previewing
Summarizing
Points:
1 / 1
This is an example of switching directions. Effective speakers help their listeners recognize the organization and main points in their message by using verbal signposts. Verbal signposts that can help listeners stay on track include previews, summaries, and transitions.
Read the scenario, and answer the question.
You are attending a public speaking workshop. After each speaker delivers his or her speech, the class is required to offer feedback so the speaker can improve. The last speaker didn’t smile during the speech.
What advice would you give?
Correct Vary your facial expression. Punctuate your words. Move from behind the podium. Points: 1 / 1 Begin your presentation with a smile but change your expressions to correspond with the thoughts you are voicing.
- 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.
- 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.
Research indicates that well-planned visual aidsmay shorten meeting times Correct .
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.
What is the advantage to using non-linear visual aids during a presentation?They require a darkened the room, which causes the audience to pay more attention.
Correct They increase audience participation through close observation.
They may require additional work transporting and replacing worn objects.
Points:
1 / 1
Zoom presentations, which are non-linear, allow presenters to communicate their ideas in a more exciting, creative way. Audience members also seem to appreciate the cinematic, interactive quality of these presentations.
What type of visual aid allows the speaker to design a 3D presentation to better focus on relationships and detail?Handouts
Correct Zoom presentations
PowerPoint slides
Points:
1 / 1
Using software such as Prezi, a cloud-based presentation and storytelling tool, businesspeople can design 3D presentations. These 3D presentations allow the speaker to zoom in and out of images to help the audience understand and remember content, details, and relationships. PowerPoint slides are more linear in nature, and less effective at focusing on relationships.
Read the scenario, and answer the question.
You are giving a presentation on designing multimedia presentations. You will have access to compatible A/V equipment, and you know that each of your listeners will probably want a copy of the key tips in your presentation.
What visual aid option should you choose? Check all that apply.
Incorrect Flip charts Incorrect Transparencies Correct Handouts Correct Multimedia slides Incorrect Props Points: 1 / 1 In this situation, multimedia slides and handouts would be your best choices. You would be able to make your content available via e-mail or handouts for participants to review later. Due to the content of your presentation, flip charts, transparencies, and props would be less useful as visual aids.
- 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.
- 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 a manager attending a presentation about conflict resolution. You notice that the speaker seems at ease and comfortable in front of a large audience. After the presentation, you decide to talk to the speaker and ask her what she does to be so relaxed.
Choose the best response the speaker could give in the scenario above.
Correct I rehearse repeatedly and practice stress reduction techniques.
I read from my notes and make sure the room is darkened.
I just go into a room and say what is on my mind.
Points:
1 / 1
If you feel fear or tension, practice stress reduction techniques such as deep breathing and positive self-talk. To reduce your fear you should also know your topic and come prepared.
Which techniques will help you conquer stage fright? Check all that apply.
Correct Ignore any stumbles.
Correct Don’t admit you are nervous.
Incorrect Avoid direct eye contact.
Correct Feel proud when you finish.
Correct Convert your fear into energy.
Points:
0.8 / 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 bypresenting your first sentence from memory Correct .
Points:
1 / 1
When you memorize your opening, you sound confident and establish a rapport with the audience.
What can you do to help engage the audience?
Speak in measured tones. Avoid eye contact. Correct Move naturally. Points: 1 / 1 Move naturally. Do not stay behind the podium or fidget. Learn to use your body to make a point. As you conclude your presentation, make sure youend with a summary Correct . Points: 1 / 1 Signal the end of your session before you take the last question. Try to work the last question into the summary of your main points. Express appreciation to the audience for the opportunity to talk to them.
- 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.
- 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 attending a business conference in Atlanta. The speaker switches smoothly between multimedia slides and transparencies. You want to know what the speaker does to manage his visual aids so successfully.
Choose the best response the speaker could give in the scenario above.I usually just “wing it” and hope for the best.
Correct I rehearse repeatedly and arrive early to check the room and equipment.
I cross my fingers and hope the equipment doesn’t malfunction.
Points:
1 / 1
If you are using visual aids or equipment, be certain they are operational before your presentation. It’s a good idea to rehearse your presentation more than once. Try rehearsing alone and in front of friends or family members.
Which techniques will help you conquer stage fright? Check all that apply.
Correct Use positive self-talk.
Incorrect Apologize when you stumble.
Correct Know your topic and come prepared.
Incorrect Skip over difficult sections of your presentation.
Correct Breathe deeply.
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 byusing visual aids effectively Correct .
Points:
1 / 1
Make sure to discuss and interpret your visual aids for the audience. Move to one side of the screen so the audience can see better and use a pointer if necessary.
What can you do to get your audience excited about a topic?
Correct Show enthusiasm.
Put the brakes on.
Incorrect Begin with a pause.
Points:
1 / 1
Show enthusiasm for your topic. If you are not excited, your audience won’t be excited either.
As you conclude your presentation, make sure youreinforce your main points Correct .
Points:
1 / 1
Use your answers to audience questions to reinforce your primary ideas. Avoid being defensive when answering questions and debating issues.
- 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.
