MGT 350w (Practice and Syntax Word)

Question 1

For exam 1
Figuratively
Literally

Answer 1

Figuratively means symbolically
When he said the governor had ’the brain of a gnat,’ he was speaking figuratively.

Literally means actually or exactly
The candidate meant what he said when he declared the budget would be literally disaterous.

Question 2

Amateur, Novice

Answer 2

Usually, anamateuris someone who enjoys a particular activity but does not receive pay for it. That person would be a professional.
An amateur may be a beginner or an expert.
Anoviceis a beginner, a person who lacks experience.

Question 3

Everyday

Every Day

Answer 3

Everyday is an adjective “these are my everyday jeans”

Every Day –when you refer to a noun This is part of my routine every day. Every day is a new opportunity to improve

Question 4

Compliment

Complement

Answer 4

Compliment–An expression of praise
Complement—When things go well together

She complimented Jack because his plan complemented the company’s objectives.

Question 5

Allude Elude

Answer 5

Allude-to BE COY OR REFER TO SOMETHING IN AN INDIRECT MANNER. Elude-TO EVADE OR TO HIDE.
AFTER STEALING THE PIZZAS SHE TRIED TO ELUDE THE POLICE. SHE WOULD REGULARLY ALLUDE to wanting a better relationship

Question 6

Lien

Lean

Answer 6

Lien–a right to keep possession of property belonging to another person until a debt owed by that person is discharged.
Lean—cause something to rest against – move into a sloping position –thin

留置权-拥有财产的权利，直到该人的债务被解除为止。
精益-使某些东西靠着-移至倾斜位置-瘦

Because he could not pay his property taxes, a $2,600 lien was put on his house.
He was leaning into her so he would not fall.

Question 7

Affect

effect

Answer 7

Affect—to influence something, usually used as a verb

effect—usually used as a noun meaning the result of something. Also, a sound effect.

Question 8

Edgar Allen Poe reference

Answer 8

R
A—AFFECT
V—Verb
E—Effect
N—Noun

Question 9

Fewer and Less

Answer 9

Use fewer for things that can be counted. Use less for bulk or quantity.

We got fewerthan a 50 inches of snow.
We had less snowfall than last year.

Question 10

Loose

Lose

Answer 10

Loose (sounds like goose) means the opposite of tight.
Lose (sounds like views) is the opposite of win or find.
NAU’s opponent in Saturday’s game is likely to lose the football game.
His clothes were loose after he lost 50 pounds.

Question 11

Continual

Continuous

Answer 11

Continual means to repeat on a somewhat regular basis.

Continuous means uninterrupted or unceasing, like the ticking of a clock.

Question 12

Continual means to repeat on a somewhat regular basis.

Continuous means uninterrupted or unceasing, like the ticking of a clock.

Answer 12

Beside – Next to.

Besides –in addition to.

Question 13

Number

Amount

Answer 13

Number—If you can count it

Amount—If you cannot count it

Number
Amount
The number of students is surprising.

The amount of rain is tremendous.

Question 14

imply

infer

Answer 14

Imply—To suggest something indirectly

Infer—Reach a conclusion or make a decision based on available information.

If smoke is present, we may infer that a fire is burning.

Your rude comments seem to imply I do not know how to operate this car.

Question 15

Lay

Lie

Answer 15

Lie means to recline.

A person or animal can choose to lie on something.

Lay means to place. Lay always
has a direct object.

Before Iliedown for a nap,

Ilaymy phone on the table.

Question 16

Adverse

Averse

Answer 16

Adverse –unfavorable or hostile.

Averse- Being opposed or having a distaste for.

Adverse weather required all the city’s street plows.

The mayor said she is averse to deficit spending.

Question 17

Disinterested

Uninterested

Answer 17

Disinterested describes a person who is impartial (has not taken a side, unbiased.)

Uninterested describes a person who is bored.

A jury should be composed ofdisinterestedindividuals.The econ major wasuninterestedin syntax.

Question 18

Emerge Immerge

Answer 18

Emerge—to come forth or rise out of

Immerge—plunge into or sink into.

The sun finally emerged from behind the clouds.

He immerged himself in the ocean after the eight-hour drive.

Question 19

Proceed

Precede

Answer 19

Precede means to go before.
Proceed means to go on or to continue.Josh was preceded in death by his mother.
The instructor waited for the students’ return before she would proceed with the lecture.

Question 20

For exam 2

Dual Duel

Answer 20

Dual—Having two parts
Duel —conflict between two entities

The associates couldn’t agree so decided to duel it out after the meeting.
She is enrolled in a dual-degree program and will graduate from both NAU and Chongqing University.
The dual benefits of MGT350W are improved professional writing skills and networking practice.
Historically, a duel was a deadly contest with the intention of protecting a person’s honor.

Question 21

Hoard

Horde

Answer 21

Hoard—to store, a secret stockpile
Horde—a large group

After the coronavirus pandemic, Jackson continued to hoard toilet paper, fearing he might one day run out.
Melanie sought help for her mother who has a tendency to hoard and lives in an unsafe house because it is filled with too many items.
The horde of locals seeking the two-for-one special overwhelmed the restaurant staff.
A horde of bees swarmed guests at the barbeque.

Question 22

Disparate Desperate

Answer 22

Disparate-Markedly distinct
Desperate—Involving hopelessness

Economics and finance are disparate majors with very little overlap.
For your resume, avoid combining disparate activities in one bullet point.
John and Janie seemed like a disparate couple because she liked to socialize and he preferred to spend time privately.
I’m desperate and need help completing the report.

Question 23

Alumnus
Alumna
Alumni
Alumnae

Answer 23

Alumnus-single male
Alumna-single female
Alumni-group of male or male/female
Alumnae-a group of females Graduate or a former student

Question 24

Appraise

Apprise

Answer 24

Appraise—Determine the value of
Apprise—To notify or inform

The realtor was adept as appraising property values.
Apprise—My job is to apprise the boss of personnel changes

Question 25

Capitol Capital

Answer 25

Capitol—The building that serves as the seat of government. Capital— A city serving as a seat of government. Also, an amount of money or property. Principal. Our nation’s capital is Washington D.C. I visited Capitol Hill for my first time. In Arizona, the capital is Phoenix and the capitol building has a copper roof. We need capital to start the business.

Question 26

Apart A part

Answer 26

Apart—separation between two or more things A part — a portion of a whole (A is an article and part is a noun.) I’m a part of this university. I’m sad when we’re apart. Apart from the party incident, we have been social distancing. The siblings were born two years apart. The two classes are a part of her course of study.

Question 27

Council | Counsel

Answer 27

Council—A group of people elected or appointed to serve in a group (Legislative or administrative) Counsel—To advise Her goal was to be elected to the Long Beach City Council. Calm, balanced counsel (advice) is needed before choosing the best job offer. Will the counsel for the defendant please stand? I should have listened to her counsel. The student council voted in the new user fee.

Question 28

Allusion | Illusion

Answer 28

illusion is a distortion of the senses, a misconception or a false impression. An allusion is an indirect reference. A statement that refers to something without mentioning it directly. He makes vague allusions to Harry Potter being his son. Mirrors give the room an illusion of depth. A mirage is an optical illusion. He resents any allusion to his baldness. The speech’s allusions to the president’s actions were subtle but clear.

Question 29

Formally Formerly

Answer 29

Formally—In a formal manner Formerly —In the past She formally accepted the job when signing the contract. They knew they would get married in the future, but she formally popped the question on their Grand Canyon hike. The man was formerly known as Sue. He was known formerly as the vice president. Formerly he had feared death; now he was at peace.

Question 30

Idol Idle Idyll

Answer 30

Idol- a person or thing that is admired or greatly revered Idle-avoiding work, lazy (adjective) Spend time doing nothing (verb) Not engaged in a gear (as in a motor) Idyll— an extremely happy, peaceful, or picturesque episode or scene, typically an idealized or unsustainable one. I consider my father my idol because of all he sacrificed for my future. In modern Africa we find a lion-idol among the Balonda. Thousands of workers have been idled by the strike. While it is uncomfortable to remain idle, it the doctor’s orders. He is idle. The weekend had been an idyll of sorts, not real life, and she knew her life was about to change. One day I will live the idyll after achieving my career goals.

Question 31

Miner Minor

Answer 31

Miner—a person working in a mine Minor —a lesser item an underage person The Arizona miner was familiar with copper. They had a minor accident. The minor was charged with illegal consumption. I’ll finish the minor tasks before starting the report.

Question 32

Device | Devise

Answer 32

Device—Invention or mechanism Devise —To design or arrange She had her device within reach. The team devised a plan to work remotely. I plan to devise a system for better organization. The device malfunctioned regularly. The app allows me to devise my own playlists.

Question 33

Stationary Stationery

Answer 33

Stationary—immovable Stationery — writing material They rode stationary bikes in spin class. Writing thank you notes on quality stationery is better than plain paper. The company stationery is on a thick stock and appears classy. Our operations are stationary during the pandemic. Snakes are the most stationary of vertebrates. She selected the most unique stationery for the wedding invitations

Question 34

Populous Populace

Answer 34

Populace —the masses; population of a place (noun) Populous—Densely populated (adj) Social distancing by the populace reduced fatalities during the outbreak. Los Angeles is California’s most populous city. The region is the most populous mining center in the U.S. After the city became more populous in 1990, the council raised taxes to support expanded infrastructure. Next month, the populace will elect a president

Question 35

For exam 2 (Chapter 13, 14, 5, 6) chapter 13 Flashcard Job boards

Answer 35

Definition: | An online employment site that provides job listings and job-search information.

Question 36

applicant tracking systems (ATS)

Answer 36

Definition: Software that helps organizations automatically post job openings, screen résumés, rank candidates, and generate interview requests.

Question 37

career paths

Answer 37

Definition: The steps taken as a job candidate moves from entry-level positions to higher positions in a particular field or profession.

Question 38

internship

Answer 38

Definition: | An opportunity for students to gain practical experience in a supervised work environment, with or without pay.

Question 39

networking

Answer 39

Definition: | The process of developing a list of person-to-person contacts during a job search.

Question 40

hidden job market

Answer 40

Definition: | Those jobs that are not advertised or listed.

Question 41

a group of terms definition

Answer 41

Niche websites Definition: A site that lists jobs in specialized fields or for individuals with special backgrounds or needs. open job market Definition: Jobs that are advertised or listed. branding Definition: The process of developing a distinctive image that reveals a candidate’s talents; may include creating a tagline and an elevator pitch. tagline Definition: A short description of something that distinguishes the candidate (e.g., Working harder, working smarter). customized résumé Definition: A résumé that is tailored to fit each company and position. summary of qualifications Definition: A bulleted list at the top of your résumé that lists the candidate’s most impressive qualifications. chronological résumé Definition: A résumé that lists work history job by job, starting with the most recent position. functional résumé Definition: A résumé that focuses attention on a candidate’s skills rather than on past employment; also called a skills résumé. Career Objective Definition: A brief statement on a résumé that summarizes the applicant’s career goal. keywords Definition: Words that a résumé tracking system may include to describe the skills, traits, tasks, and job titles that an employer wants; words that might appear in job descriptions. action verbs Definition: Verbs in the active voice that can make your résumé more forceful and persuasive. e-portfolio Definition: A collection of digitized materials that provides viewers with a snapshot of a candidate’s performance, talents, and accomplishments; can be navigated with the help of menus like a personal website. Video résumés Definition: A résumé prepared as a professional-grade video for posting to YouTube or for sending directly to a potential employer. plain-text résumé Definition: An electronic version of a résumé that is saved with .txt file type; suitable for e-mailing or pasting into online résumé bank submission forms. cover letters Definition: A letter of application used to (a) introduce a résumé, (b) highlight the candidate’s strengths in terms of benefits to the employer, and (c) gain an interview; may be solicited or unsolicited. solicited cover letter Definition: A letter written in response to an announced employment position. Blind job postings Definition: A job posting that does not include the employer’s name. Elevator pitch Definition: A memorized 60-second (or shorter) speech that candidates use to explain who they are, what they want, and problems they can solve. Introspection Definition: The act of self-analysis that helps job candidates explore what they like or dislike so that they can make better employment decisions. Print-based résumé Definition: A traditional hard-copy résumé that has been attractively formatted to maximize readability; also called a presentation résumé. Professional references Definition: A list of the names and contact information for instructors, current employer, previous employers, colleagues, and subordinates who are willing to answer inquiries regarding a candidate’s qualifications for employment. Unsolicited cover letter Definition: A letter prospecting for a job when no opening is known.

Question 42

Chapter 13 practic Which of the following statements about today's job market and job search is most accurate? a. Today's employment process emphasizes the needs of the applicant. b. Technology has become an integral part of the job-search process. c. Employees can expect to remain in the same job throughout their careers. d. Most résumés are first read by screening committees.

Answer 42

a. Today's employment process emphasizes the needs of the applicant. Incorrect. In previous years, the emphasis was on what the applicant wanted. However, in today's job market, employers are most interested in how a candidate will add value to their organization. Additionally, technology has become an integral part of the job-search and hiring processes.

Question 43

The first step in the employment process is to __________. a. write a customized and persuasive résumé b. purchase a professional interview suit c. contact your references d. analyze your interests and goals and evaluate your qualifications

Answer 43

d. analyze your interests and goals and evaluate your qualifications The employment process begins with introspection. This means looking inside yourself to analyze your interests and goals and to evaluate your qualifications so that you can make good employment choices.

Question 44

The best method for finding a job in today's competitive job market is through __________. a. the Web b. classified ads c. networking d. an internship

Answer 44

c. networking Although the Web provides some job leads, person-to-person networking remains the No. 1 tool for finding a position.

Question 45

Samantha wants to begin searching for a job using the Web. The best source for her online search will probably be __________. a. a mobile app such as Indeed Job Search or Job Aware b. a large job board such as Monster c. a niche site that relates to her specific degree d. a company's website

Answer 45

d. a company's website Probably the best way to find a job online is at a company's own website.

Question 46

The No. 1 social media site for job searching and recruiting is __________. a. Twitter b. Facebook c. Google+ d. LinkedIn

Answer 46

Although Facebook, Twitter, and Google+ may help you find some jobs, the best social media site to use in the job-search process is LinkedIn. This site allows you to begin your professional networking and lets recruiters know of your talents. d. LinkedIn

Question 47

An important part of the job-search process is developing a personal brand. Personal branding involves _________. a. deciding what makes you special and desirable in the job market b. answering interview questions using success stories c. writing a persuasive résumé d. getting a new tattoo that reveals your uniqueness

Answer 47

deciding what makes you special and desirable in the job market Personal branding involves deciding what makes you special and desirable in the job market so that you can emphasize these qualities on a résumé, during an interview, or in professional networking opportunities.

Question 48

Brooke worked 15 years as a graphic artist, but she lost her job due to downsizing within her company. She must now write a résumé to begin her search for a new job. What résumé style would be best for her to use? a. Chronological résumé b. Functional résumé c. Video résumé d. Infographic résumé

Answer 48

Chronological résumé Chronological résumés work well for candidates who have experience in their field of employment and for those who show steady career growth. However, they are less appropriate for people who have changed jobs frequently or who have gaps in their employment records.

Question 49

What is the best advice for creating the main heading section of your résumé? a. Include an eye-catching e-mail address such as imyourman@gmail.com. b. Avoid bolding or italicizing your name. c. Place your name as the first line of the main heading. d. Include your current work e-mail address so that you can check it frequently.

Answer 49

the first line of a résumé should always be your name. If you want to add a professional look, add your middle initial. You should also format your name so that it stands out on the page. c. Place your name as the first line of the main heading.

Question 50

What is the best advice when writing a career objective for a résumé? a. Avoid the words entry-level, which can downplay your talents. b. Make the objective general so that you can be considered for multiple positions. c. Use complete sentences and the pronoun I. d. Focus on your needs so that employers will know your expectations.

Answer 50

a. Avoid the words entry-level, which can downplay your talents. You should avoid the words entry-level, which emphasize lack of experience or show poor self-confidence. Other good tips include avoiding complete sentences and the pronoun I, focusing on the employer's needs rather than your own, and being specific.

Question 51

Which of the following statements would be most impressive within a summary of qualifications section on a résumé? a. Processed an average of 24 tax forms daily with 100 percent accuracy b. Familiar with corporate and individual tax returns c. Enjoy working with others d. Knowledgeable in a variety of income tax software packages

Answer 51

a. Processed an average of 24 tax forms daily with 100 percent accuracy A summary of qualifications section on a résumé is a bulleted list near the top of the résumé that identifies and quantities an individual's specific accomplishments and qualifications. The only statement that is specific and quantifies an accomplishment is Processed an average of 24 tax forms daily with 100 percent accuracy.

Question 52

In the education section of your résumé, you should __________. a. include both high school and college information b. include relevant seminars attended and workshops completed c. avoid including your GPA to save valuable space d. list all college courses that you have taken to give the employer a complete picture of your extensive background

Answer 52

b. include relevant seminars attended and workshops completed In the education section, you should include relevant courses, certificates earned, seminars attended, workshops completed, and honors earned.

Question 53

Which of the following will maximize the hits your résumé receives from an applicant tracking system? a. Use accurate, specific names of schools, degrees, products, job titles, and companies. b. Include as many abbreviations and acronyms as possible. c. Avoid descriptions of interpersonal traits or aptitudes. d. Describe your experience, education, and qualifications in general terms.

Answer 53

a. Use accurate, specific names of schools, degrees, products, job titles, and companies. Using accurate, specific names of your schools, degrees, jobs, and employers will produce the most hits.

Question 54

An e-portfolio is __________. a. a collection of digitized materials that gives a snapshot of the candidate's qualifications b. the name given to résumés posted on job-search websites such as Monster.com c. an electronic copy of your résumé recorded on a CD or flash drive d. the addition of work samples and personal information sent as an attachment to an embedded résumé

Answer 54

a. a collection of digitized materials that gives a snapshot of the candidate's qualifications An e-portfolio is a collection of digital files that can be navigated with the help of menus and hyperlinks to showcase a candidate's performance, talents, and accomplishments.

Question 55

A cover message should always __________. a. emphasize reader benefits b. state your salary requirements c. give a complete overview of your education and work experience d. explain to the reader why you really need a job

Answer 55

a. emphasize reader benefits A cover message should always stress reader benefits. Therefore, as an applicant, you should describe your strong points in relation to the needs of the employer

Question 56

Which of the following is the best closing sentence for a cover message? a. I will be available for an interview on Tuesday, March 11, at 10 a.m. b. Please call me any time at your earliest convenience. c. I hope to hear from you soon. d. To add to your team a well-trained, knowledgeable accountant with proven analytical and communication skills, call me at (555) 555-1234 to arrange an interview.

Answer 56

d. To add to your team a well-trained, knowledgeable accountant with proven analytical and communication skills, call me at (555) 555-1234 to arrange an interview. This is the best closing because it reviews the applicant's strongest skills, makes it easy for the reader to contact the individual, and avoids weak, vague, or presumptuous language.

Question 57

The first step in the job-search process is writing your résumé. a. True b. False

Answer 57

b. False Although it's natural to think that the first step in finding a job is writing a résumé, the job search begins by analyzing your interests and goals and evaluating your qualifications to make good employment choices.

Question 58

When posting your résumé online, always use reputable, well-known sites. a. True b. False

Answer 58

a. True When posting your résumé online, use only reputable, well-known sites; don't divulge personal data; set up a separate e-mail account for the job search; post information privately; remove all posted résumés after the job search is complete; don't reveal your references without permission; and don't respond to "blind" job postings.

Question 59

Job seekers should avoid using social media sites to network and to search for employment opportunities. a. True b. False

Answer 59

b. False As digital technology continues to change our lives, successful job candidates have learned the value of using social media to receive job alerts, expand personal contacts, research companies, get recommendations, and allow companies to find them.

Question 60

You should prepare a tailored résumé for every position you seek. a. True b. False

Answer 60

a. True Because the competition is so stiff in today's job market, you cannot get by with a generic, all-purpose résumé. Therefore, you must prepare a tailored, customized résumé for each company and position if you want to stand out from the crowd.

Question 61

The most popular résumé style with recruiters is the chronological résumé. a. True b. False

Answer 61

T The most popular résumé style with recruiters is the chronological résumé because it quickly reveals a candidate's education and experience.

Question 62

You should always limit the length of your résumé to one page. a. True b. False

Answer 62

F You should make your résumé as long as needed to sell your skills. Recruiters who are serious about candidates often prefer a full picture with the kind of details that can be provided in a longer résumé.

Question 63

You should include your references on your résumé because it adds credibility to your application materials. a. True b. False

Answer 63

F Listing references directly on a résumé takes up valuable space. Moreover, references are not normally instrumental in securing an interview. Therefore, prepare a separate list of three to five individuals who would be willing to answer inquiries regarding your qualifications.

Question 64

Distorting facts on a résumé is acceptable in today's competitive job market. a. True b. False

Answer 64

F Although self-promotion is an inherent element in all résumés, distorting facts on a résumé is unethical and illegal.

Question 65

Video and infographic résumés are suitable for all individuals and professions. a. True b. False

Answer 65

F Although the use of video and infographic résumés has expanded, such résumés may not be suitable for all individuals, employers, or professions. Therefore, before you commit time and energy to developing these types of résumés, decide whether they are appropriate for your career field.

Question 66

Smart applicants use the same cover message for every job for which they apply. a. True b. False

Answer 66

F The biggest mistake that job seekers make when writing cover messages is being too generic by using the same message for every job opening. Cover messages should be personalized and customized for every position.

Question 67

Chapter 14 the group of terms definitions

Answer 67

Screening interviews Definition: An interview used to screen candidates to eliminate those who do not meet minimum requirements; may be done in person during job fairs or on college campuses, by telephone, or by computer. sequential interview Definition: An interview that allows a candidate to meet individually with two or more interviewers over the course of several hours or days. Hiring/placement interview Definition: An interview conducted with the most promising candidates. Panel interviews Definition: An interview conducted by a team of two or more people who will be the candidate’s supervisors and colleagues. Empty words Definition: Verbal pauses such as um, uh, like, and basically that detract from an interview and may suggest that a candidate is unprepared. Follow-up message Definition: A brief e-mail message sent to an interviewer if the candidate doesn’t hear anything within five days or at a specified time. success stories Definition: Stories explaining specific examples of the candidate’s education and work-related experience that demonstrate to a potential employer the candidate’s qualifications and achievements. Two-way video interviewing Definition: An interview typically conducted through video chat that enables the hiring company to better assess a candidate’s communication skills, body language, and personality than a one-way video interview. Resignation letter Definition: A letter to a supervisor announcing the decision to leave a position. Digital dirt Definition: Information available online that can hurt a candidate’s chances during the employment search process. STAR technique Definition: An abbreviation that stands for Situation Task Action Results, which is a storytelling technique used when responding to behavioral or situational interview questions. One-on-one interview Definition: An interview in which the candidate discusses with a company representative the job and the candidate’s qualifications. rejection follow-up message Definition: A brief message sent after being rejected for a job Situational question Definition: A question that helps employers test the candidate’s thought processes and logical thinking; interviewers describe a hypothetical situation and ask how it would be handled. Group interviews Definition: An interview during which an organization interviews several candidates for the same position at the same time. illegal question Definition: An interview question that violates federal laws prohibiting discrimination. Follow-up call Definition: A telephone call made to an interviewer if the candidate doesn’t receive a response within five days or at a specified time. Interview follow-up message Definition: A brief message of thanks sent after an interview; also called a thank-you message. Recommendation letter Definition: A letter written by a reference that discusses a job candidate’s qualifications for a position. application form Definition: A form that some organizations require job applicants to fill out instead of submitting résumés. One-way video interview Definition: An asynchronous video interview in which a candidate responds to pre-scripted questions prepared by the hiring organization. Behavioral question Definition: An interview question that asks an applicant to describe past behavior in order to determine whether the candidate is suitable for a position; usually begins with something like Tell me about a time when… Job rejection message Definition: A message that rejects a job offer. Reference request message Definition: A message asking permission to use someone as a reference for employment purposes. Job acceptance message Definition: A message that confirms the details of the job offer and that confirms a candidate’s acceptance. Online interview Definition: An interview that takes place online using technology such as webcams, Skype, and videoconferencing software. Résumé follow-up message Definition: A message sent after a candidate’s résumé generates no response within a reasonable time.

Question 68

chapter 14 practice As a job applicant, you should view an interview as an opportunity to convince the employer of your potential, expand on the information in your résumé, and __________. a. demonstrate that you will someday be CEO of the company b. make certain that this company employs workers your age c. learn more about the job and the company d. determine whether this company has substantial employee benefits

Answer 68

c. learn more about the job and the company A job interview is an opportunity for you to expand on the information in your résumé, to find out more about the job and whether it suits your career goals, and to learn more about the job and the company.

Question 69

What is the most common type of hiring or placement interview? a. Video interview b. Group interview c. One-on-one interview d. Sequential interview

Answer 69

c. One-on-one interview The most common type of hiring or placement interview is the one-on-one interview. In this type of interview, an applicant sits down with a company representative to talk about the job and the applicant's qualifications.

Question 70

What type of hiring or placement interview is typically conducted by people who will be your supervisors and colleagues and who take turns asking questions? a. One-on-one interview b. Sequential interview c. Panel interview d. Stress interview

Answer 70

c. Panel interview Panel interviews are typically conducted by people who will be your supervisors and colleagues. Usually seated around a table, interviewers take turns asking questions.

Question 71

__________ are specific examples of your educational and work-related experience that demonstrate your accomplishments and achievements. a. Job descriptions b. Behavioral questions c. Career objectives d. Success stories

Answer 71

d. Success stories To feel confident and to sell yourself, prepare and practice success stories, which are specific examples of your educational and work-related experience that demonstrate your accomplishments and achievements.

Question 72

One of the most important steps in performing well in an interview is __________. a. purchasing a professional interview suit b. putting together a list of references c. updating your Facebook status d. researching the prospective employer

Answer 72

d. researching the prospective employer One of the most important steps in effective interviewing is gathering detailed information about a prospective employer. Recruiters are impressed by candidates who have done their homework.

Question 73

What is the best advice to follow when arriving at an interview? a. Wait for the interviewer to initiate a handshake. b. Be polite and courteous to everyone you meet. c. Arrive at your interview at least 30 minutes before your scheduled time to show your enthusiasm for the job. d. After introductions, sit down immediately to demonstrate your seriousness about the interview.

Answer 73

b. Be polite and courteous to everyone you meet. When you arrive at an interview, be courteous and congenial to everyone because you will be judged not only by the interviewer but also by everyone who sees you. You should also arrive five or ten minutes early, initiate a handshake, and wait for the interviewer to offer you a chair.

Question 74

If an interviewer says Tell me about yourself, you should __________. a. give a brief history of yourself, beginning with where and when you were born b. elaborate on all jobs that you have held and include personal or humorous references to demonstrate your wit and personality c. summarize relevant educational, professional, and business-related strengths in one or two minutes d. identify your major weakness and describe how you are correcting it

Answer 74

c. summarize relevant educational, professional, and business-related strengths in one or two minutes Do not discuss all previous positions that you have held or include personal or humorous references. Instead, you should summarize relevant educational, professional, and business-related strengths in one or two minutes using success stories.

Question 75

What is the best response to the interview question Why do you want to work for us? a. I heard that you offer excellent benefits and an amazing pay scale. b. Your company has a good reputation. c. Your market share and your commitment to continued growth are impressive, and I would like to be part of the team that helps you achieve your goals. d. I'm broke and I should begin paying off my college loans.

Answer 75

c. Your market share and your commitment to continued growth are impressive, and I would like to be part of the team that helps you achieve your goals. This answer is focused on the company and shows that you did your research.

Question 76

An interviewer asks you the following question: You notice that the subordinates in your department are disgruntled with your colleague who is their supervisor, and, as a result, their productivity is faltering. What would you do? This is an example of a __________ interview question. a. behavioral b. brain teaser c. stress d. situational

Answer 76

d. situational This is a situational question. When employers ask situational questions, they describe a hypothetical situation and ask how you would handle it.

Question 77

Which of the following is an inappropriate and potentially illegal interview question? a. Are you able to work weekends and holidays? b. Have you ever worked under another name? c. What do you like to do in your spare time? d. Are you a U.S. citizen?

Answer 77

Are you a U.S. citizen

Question 78

Select the best statement to include in an interview thank-you message. a. Talking with you on Tuesday, October 25, about the marketing associate position was both informative and interesting. b. Thank you for taking the time to interview me. c. I really hope to hear from you soon because I am very interested in the position. d. Thx for the intrvw!

Answer 78

Talking with you on Tuesday, October 25, about the marketing associate position was both informative and interesting. This statement is effective because it is confident and mentions the interview date and the specific job title.

Question 79

After writing a follow-up letter to thank your interviewer, your next step should be __________. a. alerting your references that they may be contacted by the employer b. calling the organization's human resources department to learn more about your competitors who also interviewed for the open position c. waiting at least one month for a call of acceptance or rejection d. sending a small gift to the receptionist to show your sincere appreciation

Answer 79

a. alerting your references that they may be contacted by the employer Once you've thanked the interviewer, you should alert your references that the employer may contact them. Sending gifts, calling the human resources department to learn about the other applicants, and waiting one month to hear from the organization are not recommended.

Question 80

Select the best statement to include in an interview follow-up message. a. I really need this job, so please let me know if you need additional information. b. Have you made a decision yet? c. I am inquiring about the status of the account representative position. d. I haven't received any information about the account representative position that I interviewed for three weeks ago.

Answer 80

This statement sounds desperate and doesn't mention the position. The best statement is I am inquiring about the status of the account representative position because it mentions the position and is professional and courteous without sounding desperate, angry, frustrated, or intrusive. c. I am inquiring about the status of the account representative position.

Question 81

What is the best advice when completing a job application form? a. Write Open or Anything when identifying the position desired. b. Leave sections blank that do not apply. c. When explaining the reasons for leaving previous positions, be honest by recording answers such as Fired, Quit, or Personal Reasons. d. Print responses using blue or black ink.

Answer 81

d. Print responses using blue or black ink.

Question 82

Sending an application or résumé follow-up message __________. a. demonstrates your serious interest in the position b. should be done immediately following your interview c. is discouraged because it makes you appear desperate d. is necessary only when applying for management positio

Answer 82

a. demonstrates your serious interest in the position You should send an application or résumé follow-up message because it can jog the memory of the personnel officer, demonstrate your serious interest, and allow you to emphasize your qualifications or add new information.

Question 83

Most screening interviews take place on the telephone or by video. a. True b. False

Answer 83

T Although some screening interviews are conducted during job fairs or on college campuses, many take place on the telephone or by video. Even though a screening interview may be a short conversation, don't treat it casually. If you don't perform well, it may be your last interview with that organization.

Question 84

Group interviews are often conducted to evaluate leadership skills and communication styles. a. True b. False

Answer 84

T Group interviews occur when a company interviews several candidates for the same position at the same time

Question 85

When an employer calls you to arrange an interview, avoid taking notes during the phone call to stay focused on the conversation.

Answer 85

F You should take good notes during, not after, the phone conversation. Record directions, names, dates, and times before the call has ended.

Question 86

ery few of today's companies screen applicants using the Internet; instead, they prefer to investigate potential employees using private agencies. a. True b. False

Answer 86

F Many companies now use tools such as Google and social networking sites to screen applicants. Check out your online presence to make sure everything posted about you online is professional and positive.

Question 87

During an interview you should hold a direct eye gaze with your interviewer(s). a. True b. False

Answer 87

A direct eye gaze, at least in North America, suggests interest and trustworthiness. Therefore, practice appropriate eye contact during an interview.

Question 88

When answering questions during an interview, you should reveal some weaknesses to make you look human. a. True b. False

Answer 88

F Stay focused on your strengths and on the skills and traits that employers seek. Avoid revealing weaknesses, even if you think they may make you look human. You won't be hired for your weaknesses, only for your strengths.

Question 89

You've just been asked the following question: Describe a time when you worked successfully as part of a team. This is an example of a behavioral question. a. True b. False

Answer 89

T

Question 90

Near the end of most interviews you will be asked whether you have any questions. The best response to this question is to say no to avoid sounding too eager. a. True b. False

Answer 90

F

Question 91

ollowing a job interview, you should wait at least one week to send a thank-you message so that you don't come across as too desperate or eager. a. True b. False

Answer 91

F After a job interview, you should always send a thank-you message to set you apart from other applicants. These messages are most effective when they are sent immediately after an interview and when they are sent to each person who interviewed you.

Question 92

Because you will likely accept a position over the phone, you do not need to write an acceptance message. a. True b. False

Answer 92

F Although you will likely accept a position over the phone, it is still a good idea to follow up with an acceptance e-mail or letter to confirm the details and to formalize the acceptance.

Question 93

Chapter 5 the group of terms definitions

Answer 93

e-mail Definition: A mainstay of business communication for messages transmitted within organization as well as with customers and suppliers. podcasts Definition: A digital media file that is distributed over the Internet and downloaded on portable media players, personal computers, and other devices; may also be called webcasting with audio content or vcasting with video content. wikis Definition: A Web-based tool that employs easy-to-use collaborative software allowing multiple users collectively to create, access, and modify documents. subject line Definition: Probably the most important part of an e-mail message or memo; summarizes the central idea and provides quick identification for reading or filing. down-editing Definition: A skillful e-mail technique for inserting responses into parts of an incoming message. interoffice memorandum Definition: A paper-based internal communication channel used primarily to convey confidential information, emphasize ideas, deliver lengthy documents, or lend importance to a message. ``` Instant messaging (IM) Definition: A communication tool that allows people to use the Internet or an internal intranet to “chat” in real time by exchanging brief text-based messages. ``` ``` Text messaging (or texting) Definition: A communication tool used to exchange brief messages in real time, usually delivered by smartphone. ``` SMS Definition: Abbreviation for short message service; a service supplied by cell phone service providers that allows texting. presence functionality Definition: A benefit of instant and text messaging that enables coworkers to locate each other online, thus avoiding wild goose chases hunting someone who is out of the office. phishing Definition: The fraudulent use of email to persuade recipients to disclose personal information. malware Definition: Malicious software designed to disrupt the operation of a network or computer. spim Definition: Spam (unsolicited advertisements) sent via instant messaging. netiquette Definition: Rules of etiquette for polite interaction on the Internet. influencers Definition: Well-connected bloggers who boast large audiences. TED talks Definition: Thought-provoking podcasts on topics in technology, entertainment, and design (TED); delivered by a mix of entrepreneurs, scientists, and other opinion leaders. crowdsourcing Definition: The practice of tapping into the combined knowledge of an online community to solve problems and complete assignments. blog Definition: A website with journal entries usually written by one person with comments added by others. engagement Definition: Relationships and interactions between companies and customers thought to be created through blogging and online networking resulting in goodwill and brand loyalty. viral marketing Definition: The rapid spread of messages online, much like infectious diseases that pass from person to person. cloud computing Definition: Storing and accessing information and software applications in remote network clusters, or “clouds” Texting etiquette Definition: Guidelines for appropriate use of texting including addressing, introducing, timing, responding, and expressing. VoIP Definition: Abbreviation for Voice over Internet protocol. Web 2.0 Definition: A dynamic, hyperconnected Web environment in which users are empowered to create content, review products, and edit and share information.

Question 94

An e-mail message would be most appropriate to__________. a. send a disciplinary notice to an employee b. offer condolences to a colleague who had a death in the family c. schedule a meeting d. deliver a performance review to a subordinate

Answer 94

c. schedule a meeting E-mail is appropriate for short, informal messages. However, it is not appropriate for messages requiring a "human" element or for critical work situations such as human resources annual reviews, discipline, or promotions.

Question 95

Which of the following statements about memos is most accurate? a. Memos are necessary for messages that require a permanent record. b. Memos are inappropriate for complex, lengthy messages. c. Memos are used more often than e-mail messages in today's workplace. d. Memos should be used to communicate with outside entities such as buyers, customers, and financial institutions.

Answer 95

a. Memos are necessary for messages that require a permanent record. Although e-mail has largely replaced memos, memos are still necessary for complex, lengthy internal messages that are too long for e-mail, require a permanent record, demand formality, or inform employees who may not have access to e-mail. Within organizations, memos deliver changes in procedures, official instructions, and reports.

Question 96

Because most e-mail messages and memos cover nonsensitive information, they should be written using a(n) __________ organizational pattern. a. direct b. problem-solution c. indirect d. chronological

Answer 96

a. direct Because most e-mail messages and memos contain nonsensitive information, they should be written directly, revealing the main idea immediately. This technique is called frontloading.

Question 97

Which of the following statements about instant messaging and texting is most accurate? a. Texting allows users to use the Internet to communicate in real time in a private chat room with one or more individuals. b. Some organizations forbid employees to use instant messaging and texting. c. Users of instant messaging and text messaging, unlike e-mail users, do not need to worry about fraudulent schemes, viruses, malware, or spam. d. Although popular among teens, instant messaging is rarely used by employees to conduct business.

Answer 97

b. Some organizations forbid employees to use instant messaging and texting. More and more workers are sending texts and instant messages to stay connected with colleagues and customers. Despite the rise of these messages, some organizations forbid texting or instant messaging, fearing a loss of privileged information, hacking, viruses, malware, phishing schemes, and a decline in employee productivity.

Question 98

What is the best advice for using instant messaging or texting on the job? a. Make yourself available at all times. b. Learn about your organization's messaging policies c. Feel free to use instant messaging or texts to send sensitive information. d. Use jargon, slang, or abbreviations freely to save time.

Answer 98

b. Learn about your organization's messaging policies To be professional, learn about your organization's messaging policies and follow them. In addition, make yourself unavailable when you must complete a project or meet a deadline, use proper grammar and spelling, and avoid sending confidential or sensitive information.

Question 99

Brianna just started a new job that requires her to use texting to communicate with clients and coworkers. To display proper texting etiquette, Brianna should __________. a. interrupt a face-to-face conversation with a coworker to send a quick text to a customer to demonstrate how responsive she is to her clients b. send multiple messages to coworkers if she does not receive an immediate response c. use texts to convey any kind of business news, including sad news and sensitive business matters d. avoid sending texts in public areas such as performance venues, restaurants, and meetings

Answer 99

d. avoid sending texts in public areas such as performance venues, restaurants, and meetings To demonstrate texting etiquette, Brianna should avoid sending texts in public areas and during face-to-face conversations. She should also never use texting to convey sensitive information or send multiple messages to coworkers who don't respond immediately.

Question 100

News professionals, educators, and corporate trainers create digital audio or video files; receivers then download the files to view or hear the file contents. What are these digital audio or video files called? a. Web forums b. Wikis c. Blogs d. Podcasts

Answer 100

d. Podcasts Used by the news media, in education, and for corporate training, podcasts, not wikis, are digital audio or video files that users can download to their computers or smartphones for viewing or listening.

Question 101

A __________ is a Web-based tool that employs easy-to-use collaborative software to allow multiple users collectively to create, access, and modify documents. a. wiki b. viral market c. Web forum d. teleconference

Answer 101

a. wiki A wiki is a Web-based tool that employs easy-to-use collaborative software to allow multiple users collectively to create, access, and modify documents.

Question 102

One of the biggest advantages of a wiki is that it __________. a. provides employers with a potential recruiting tool b. allows companies to conduct market research c. provides up-to-date company information to the media and the public d. reduces the confusion that often results from many file versions

Answer 102

d. reduces the confusion that often results from many file versions Wikis capitalize on crowdsourcing, which allows users to work collaboratively to solve problems and complete assignments. Because most wikis store all changes and versions of files so that users can return to a previous stage if necessary, wikis eliminate the infamous problem of version confusion.

Question 103

A website or a social media platform that contains informal posts and articles on a variety of topics is called a __________. a. wiki b. social bookmark c. tweet d. blog

Answer 103

d. blog A blog is a website or a social media platform that contains informal posts and articles on a variety of topics. Businesses use blogs to keep customers and employees informed and to interact with them.

Question 104

Companies use blogs for all of the following reasons except __________. a. crisis communication b. payroll c. public relations d. recruiting

Answer 104

b. payroll Because blogs create consumer engagement, companies use them for public relations, customer relations, crisis communication, market research, viral marketing, internal communication, and recruiting.

Question 105

Which is the best tip to follow when creating a blog? a. Use vivid examples, quotations and testimonials, and statistics. b. Avoid contractions and conversational language. c. Minimize white space by developing long paragraphs. d. Avoid the use of visuals because words are more important than pictures.

Answer 105

a. Use vivid examples, quotations and testimonials, and statistics. Good blogs use contractions and conversational language, along with vivid examples, quotations and testimonials, and statistics. They also use short paragraphs to increase white space and integrate images to add visual interest.

Question 106

Which statement about social networking is most accurate? a. The only social networking site used by businesses today is Facebook. b. Businesses can use social networks to connect dispersed employees. c. Very few Fortune 500 companies use social networking sites. d. Businesses use social networking exclusively for customer input.

Answer 106

b. Businesses can use social networks to connect dispersed employees. Social networks create connections, enabling companies to connect dispersed employees, solicit customer input, exchange ideas, share news, and recruit employees. Consequently, most Fortune 500 companies now use a variety of social networking sites.

Question 107

Which of the following statements best describes the use of social networking by businesses today? a. Companies struggle with finding the right balance between permitting access to the Web and protecting security and ensuring productivity. b. Very few businesses use social networking to market themselves. c. Today's companies use social networking sites only for brainstorming and teamwork. d. Only young adults use social networking sites

Answer 107

a. Companies struggle with finding the right balance between permitting access to the Web and protecting security and ensuring productivity. ecause social networking allows businesses to connect customers and employees, share news, and exchange ideas, 97 percent of companies use this medium, along with a growing number of older adults. However, many firms continue to struggle to find the balance between permitting access and protecting security and ensuring productivity.

Question 108

Shawn has asked you for some advice regarding the use of social networking in the workplace. Which of the following is good advice? a. Refuse friend requests or "unfriend" people to avoid jeopardizing professional relationships. b. Assume that the content posted on a social networking site is protected. c. Freely share sensitive information. d. Know the policies of the employer.

Answer 108

d. Know the policies of the employer. Give the advice suggested by experts: don't share sensitive information lightly, be careful refusing friend requests or "unfriending" people because these acts could jeopardize work relationships, don't assume that content is protected, and learn your company's rules about Internet and digital media use.

Question 109

The most important part of an e-mail message is the salutation. a. True b. False

Answer 109

F The most important part of an e-mail is its subject line. The subject line summarizes the central idea, thus providing quick identification for reading and for filing. Messages without subject lines may be automatically deleted or ignored.

Question 110

Like e-mail messages, memos can be sent to internal or external audiences. a. True b. False

Answer 110

F Memos are used for important internal messages that are too long for e-mail, require a permanent record, demand formality, or inform employees who may not have work e-mail.

Question 111

Some benefits of instant messaging and texting in the workplace include speed, cost savings, and presence functionality. a. True b. False

Answer 111

T Texting and instant messaging have several benefits in the workplace, including speed, cost savings, immediacy, efficiency, presence functionality, and increased productivity.

Question 112

Like e-mail, instant messages and texts are subject to discovery in legal cases. a. True b. False

Answer 112

T Instant messages and texts, as well as all other electronic records, are subject to discovery. Therefore, they can become evidence in lawsuits.

Question 113

Podcasts are easy to produce and require simple, cheap hardware. a. True b. False

Answer 113

F Because podcasts are more elaborate to produce and require quality hardware, their use is lagging behind that of other digital media. However, they have their place among workplace communication strategies.

Question 114

Companies can use wikis to connect offices, collect and disseminate information to large audiences, and facilitate feedback from employees. a. True b. False

Answer 114

T Companies can use wikis to connect offices, collect and disseminate information to large audiences, and facilitate feedback from employees. They also offer a highly interactive environment for project information in which all participants have the same information, templates, and documentation readily available.

Question 115

The biggest advantage of business blogs is their ability to reach a large audience. a. True b. False

Answer 115

The biggest advantage of business blogs is that they potentially reach a far-flung, vast audience.

Question 116

When creating or responding to a blog, you need not worry about grammar and spelling. a. True b. False

Answer 116

F The best blogs are error free. Therefore, edit and proofread for unneeded wording or irrelevant ideas, and fix awkward, wordy, and repetitious sentences. Edit and proofread as if your life depended on it because your writing may affect your reputation.

Question 117

Many organizations use social media sites to recruit employees. a. True b. False

Answer 117

T Social networking sites are often used to find talent and locate potential employees. In fact, one study revealed that about 84 percent of today's organizations use social media to recruit suitable candidates.

Question 118

Privacy settings on social networks always allow individuals to hide their comments and content from unintended audiences. a. True b. False

Answer 118

T Because privacy settings do not guarantee complete protection from prying eyes, always think twice before posting anything online.

Question 119

Chapter 6 the group of terms definition

Answer 119

Positive messages Definition: Routine, straightforward messages that help workers in organizations conduct everyday business. direct claims Definition: A claim to which the customer expects the receiver to agree readily; also called a straightforward claim. business letter Definition: A primary channel of communication for delivering messages outside of an organization. block style Definition: A business letter format in which all parts of the letter—dateline, inside address, body, and so on—are set flush left on the page. direct request Definition: A routine message that requests information or action and is organized directly. crowdsourced quality-control system Definition: Customer reviews online that savvy businesses (精明的企业) use as a free source of feedback to help improve their products and services. Instruction messages Definition: A message that describes how to complete a task. imperative mood Definition: Language that requests an action; also called command language. command language Definition: Language that requests an action; also called the imperative mood. claims Definition: A message written by a customer to identify or correct a wrong. straightforward claims Definition: A claim to which the customer expects the receiver to agree readily; also called a direct claim. adjustment Definition: A written reply to a customer claim in which the company responds favorably; the reply seeks to rectify the wrong, regain customer confidence, and promote future business. apology laws Definition: Laws passed by some states that allow an expression of regret without fear that those statements would be used as a basis for liability in court. goodwill messages Definition: A message that carries good wishes, thanks, recognition, sympathy, or sincere thoughts to friends, customers, and employees. Sympathy messages Definition: A message used to express concern with sympathetic words when someone has experienced a misfortune. End date Definition: The date by which a sender needs action or a reply. Polite command Definition: A command disguised as a question, such as Will you please send me your fall catalog. Thank-you message Definition: A message used to extend thanks and show appreciation when someone has done you a favor or whenever an action merits praise.

Question 120

Chapter 6 practice Most workplace messages __________. a. involve persuasive strategies b. require verification by a legal department before they are sent c. are positive or neutral d. deliver bad news to customers or employees

Answer 120

c. are positive or neutral Most workplace communications are positive or neutral routine messages that help workers conduct everyday business.

Question 121

__________ are the preferred communication channel when a confidential and formal record of a transaction is required for business conducted outside an organization. a. Voice-mail messages b. Text messages c. Letters d. Podcasts

Answer 121

c. Letters When a permanent record is required, confidentiality is paramount, formality and sensitivity are essential, and a persuasive, well-considered presentation is important, letters are the preferred communication channel for delivering messages outside an organization.

Question 122

Many business writers use the block letter style to format their letters. All the following are characteristics of the block letter style except__________. a. using standard 1 to 1.5-inch margins b. beginning all text at the left margin c. using unjustified, or ragged-right, margins d. double-spacing of the entire letter

Answer 122

d. double-spacing of the entire letter For block letter style, begin all lines at the left margin. In addition, single-space the body and double-space between paragraphs; use ragged, unjustified right margins; and arrange the letter so that it is centered and framed by white space with margins of 1 to 1.5 inches.

Question 123

When you write messages that request information or action and think your request will be received positively, you should organize your message using the __________ organizational strategy. a. direct b. pivoting c. chronological d. indirect

Answer 123

a. direct When you write messages that request information or action and think your request will be received positively, use the direct organizational strategy by starting with the main idea. This technique is called frontloading.

Question 124

You should practice all the following tips when responding to customers online except__________. a. tell customers when and how you will improve the situation b. respond within at least seven business days of receiving a customer's message c. state your name and position with the business d. direct customers to valuable information on your website or other approved websites

Answer 124

b. respond within at least seven business days of receiving a customer's message When responding to customers online, be positive, transparent, honest, and helpful. You should also be timely by responding in less than 24 hours.

Question 125

Which of the following steps in this set of instructions is NOT written in the imperative mood? a. Contact the director of human resources to obtain a job-posting identification number. b. Salary expectations should be explained in the space provided in Section 4. c. List the required education, work experience, and technical skills in Section 2. d. Identify the division, department, and supervising agent for the position in Section 3.

Answer 125

b. Salary expectations should be explained in the space provided in Section 4. Instruction steps should be written in the imperative mood (commands). The one sentence not expressed as a command is Salary expectations should be explained in the space provided in Section 4.

Question 126

When you must write a message to identify or correct a wrong, the message is called a(n) __________ message. a. claim b. adjustment c. goodwill d. inquiry

Answer 126

a. claim A claim message is written to register complaints and usually to seek correction of a wrong.

Question 127

Brady is drafting a message about the substandard quality of his recently purchased Fitbit. What should Brady put in his opening? a. A detailed explanation of the nature of his problem with the Fitbit b. A goodwill statement c. A clear description of the desired action d. The details justifying his claim

Answer 127

c. A clear description of the desired action In the opening of the message, Brady should provide a clear description of the desired action. His explanation of the problem should be presented in the body.

Question 128

When making an online complaint, what advice should you follow? a. Post your complaint anonymously. b. Use strong language to demonstrate your frustration. c. Make your complaint lengthy to demonstrate the seriousness of your complaint. d. Focus only on the facts and support them.

Answer 128

You can establish your credibility by focusing on the facts and supporting them. d. Focus only on the facts and support them.

Question 129

When writing an adjustment message, you have three goals: to rectify the wrong, to regain customer confidence, and to __________. a. promote future business and goodwill b. verify the honesty of the customer's claim c. prove that the error or problem will never recur d. apologize for the error or problem

Answer 129

a. promote future business and goodwill You have three goals in adjustment messages: rectify the wrong, regain customer confidence, and promote future business.

Question 130

Which of the following is the most appropriate opening for an adjustment message granting a claim? a. Enclosed is authorization for you to take your smartphone to your local dealer for repair. b. Although you purchased your smartphone "as is," we might be willing to make an exception in your case. c. First, please allow us to sincerely apologize for any inconvenience this unfortunate situation has caused. d. Thank you for your letter of September 14 in which you detailed the problems you are experiencing with your smartphone.

Answer 130

This opening fails to reveal the good news immediately. In addition, any reference to the original message should appear in a subject line. The most effective opening begins with Enclosed is… because it presents the good news immediately. a. Enclosed is authorization for you to take your smartphone to your local dealer for repair.

Question 131

Paul must write an adjustment message to a customer. What advice should he follow as he constructs his message? a. Include information about a new company product that might appeal to the reader. b. Reveal to the customer who or what caused the problem. c. Include such words as trouble, error, and inconvenience in his message. d. Blame the customer for the problem.

Answer 131

a. Include information about a new company product that might appeal to the reader. Blaming is unprofessional. Instead, Paul should include information about a new company product that might appeal to the reader.

Question 132

What is the best advice for writing goodwill messages? a. Use pretentious or flowery language. b. Deliver a goodwill message promptly. c. Send a goodwill message to show appreciation only for a gift or monetary award. d. Make a good impression by giving a ready-made card instead of writing your own message.

Answer 132

b. Deliver a goodwill message promptly. A goodwill message should be written promptly. Other good advice includes focusing on the receiver, not the sender; being sincere, spontaneous, and specific; and being concise.

Question 133

Goodwill messages are most effective when they __________. a. avoid mentioning specific characteristics of the receiver b. include formal language c. focus on the sender d. are short, focused, fresh and enthusiastic, and genuine

Answer 133

Goodwill messages are most effective when they are selfless, specific, spontaneous, sincere, and short. d. are short, focused, fresh and enthusiastic, and genuine

Question 134

Which of the following would be the most effective opening for a thank-you note? a. I can't believe you did this for me! b. Please accept this note as an expression of my deep gratitude for the selfless favor you performed for me yesterday. c. Thanks, Tanya, for contacting the customer for me yesterday while I met with the new sales manager. d. My meeting yesterday went well.

Answer 134

This sentence is too formal. The best opening is Thanks, Tanya, for contacting the customer for me yesterday while I met with the new sales manager because it is specific and sincere. c. Thanks, Tanya, for contacting the customer for me yesterday while I met with the new sales manager.

Question 135

Business letters are viewed as more formal and important than e-mail messages. a. True b. False

Answer 135

T Business letters presented on company stationery communicate formality and importance not possible with e-mail. They carry a nonverbal message that the writer considered the message to be significant and values the recipient.

Question 136

Business letters are more confidential than messages sent through electronic media. a. True b. False

Answer 136

T Business letters are confidential. They are less likely than electronic media to be intercepted, misdirected, forwarded, retrieved, or otherwise inspected by unintended recipients.

Question 137

The most prominent parts of a message are the salutation and complimentary closing. a. True b. False

Answer 137

F The most prominent parts of a message are the opening and closing paragraphs. Readers tend to look at them first. As a result, effective business communicators capitalize on this tendency by putting the most significant statement first.

Question 138

This message is to inform you that we received your letter of May 9 asking for information about our banquet facilities for your December 1 sales meeting is an effective opening sentence for a message responding to a request? a. True b. False

Answer 138

F The first sentence of a response message should deliver the information the reader wants. It should also avoid a long lead-in (This message is to inform you that). A better opening would be Yes, we have banquet facilities that will accommodate your group for your December 1 sales meeting.

Question 139

If you have a legitimate claim and expect a positive response from the company, begin the message by providing details describing the desired action. a. True b. False

Answer 139

F Open a direct claim message with a clear statement of the action you want the receiver to take. The details should be included in the body of the message.

Question 140

When writing a claim letter, be sure to enclose the original copies of pertinent documents such as invoices and sales receipts. a. True b. False

Answer 140

F Claim letters should include the copies of pertinent documents rather than the originals, which may get lost.

Question 141

Most businesses make favorable adjustments to legitimate claims. a. True b. False

Answer 141

T Most businesses make favorable adjustments to legitimate claims, and they do so promptly to avoid potential legal action and to satisfy customers and retain their business

Question 142

Goodwill messages are often more difficult to write than other kinds of routine business documents. a. True b. False

Answer 142

T Finding the right words to express feelings is often more difficult than writing routine business messages, which explains why writers tend to procrastinate when it comes to sending goodwill messages expressing thanks, recognition, and sympathy.

Question 143

Because goodwill messages are usually short, recipients of such messages do not need to respond to the sender. a. True b. False

Answer 143

F Failing to respond to goodwill messages is like failing to say You're welcome when someone says Thank you. Responding to such messages is simply the right thing to do.

Question 144

gramma: comma

Answer 144

We have scheduled an inspection tour on Tuesday, March 5, at 4 p.m. This is the only sentence that uses commas correctly in punctuating an address. The interviewer expected a firm handshake from the candidate but was greeted by a limp-fish clasp, and she was uncomfortable touching the clammy hand. Use a comma to separate two independent clauses joined by a coordinating conjunction. The package mailed to Ms. Leslie Holmes, 3430 Larkspur Lane, San Diego, CA 92110, arrived three weeks after it was mailed. Use commas to separate each element in an address except between the state abbreviation and zip code, which are considered a single unit. She expects to move from Fresno, California, to Tampa, Florida, next year. Use a comma to separate two or more adjectives that equally describe a noun. . Use commas to separate the names of cities and states. When the batteries are fully charged, unplug the battery chargers to save power. This sentence properly uses a comma following an introductory clause. We decided to estimate the costs of some of the most frequent mistakes and calculate the total cost of these errors. Don't put a comma before and. This is not really a compound sentence. The second part has no subject; therefore, no comma is needed. We do not, at this time, anticipate hiring any computer systems analysts. This sentence is the only incorrectly punctuated sentence in the group. The phrase at this time should not be set off by commas because it is essential; it tells what time. Research shows that talking on a cell phone distracts drivers, and quadruples their chances of getting into accidents, such as rear-ending a car ahead of them. No punctuation is needed within this sentence. Don't add a comma before "and" unless it joins items in a series or introduces an independent clause. Neither is true in this sentence. Trying to cut operating expenses, the manager reduced copier use. This sentence is correctly punctuated with a comma following an introductory verbal phrase. When you are working with foreign clients for whom English is a second language, you may have to speak slowly and repeat yourself. Use a comma at the end of the introductory dependent clause. Diamond Blade Company's new machine-tool facility showcases the latest advances in automation, laser cutting, and robotic bending in direct partnership with customers. Use a comma to separate three or more equal elements in a series. When you complete your training, you will receive a raise. The sentence “When you complete your training, you will receive a raise” is correct. Always use a comma when an introductory clause precedes a main clause. Clauses that begin with when, if, and as are followed by commas.

Question 145

grammar: prepositions and conjuntion

Answer 145

Where is the committee meeting scheduled at? This sentence contains an unnecessary preposition [at]. Notice how much better the sentence sounds without at. The preposition accept means "excluding" or "but." The preposition except means "excluding" or "but." Don't confuse it with the verb accept, which means "to receive." Visitors to Disneyland complained about standing on line for popular rides. sentences contains an expression that is not used idiomatically She had a great interest in, as well as a profound respect for, historical homes. Include the second preposition when two prepositions modify a single object. I graduated from high school last year, and I expect to graduate from college in four years. The sentence "I graduated from high school last year, and I expect to graduate from college in four years" is completely correct. The preposition from joins the noun high school in the first instance and joins college in the second instance to the rest of the words in the statement. Some of the most common prepositions are at, for, by, and in. The words at, for, by, and in are examples of common prepositions. There are many others as well, of course. Several members of the council act as if they are willing to work to save the park. As if [not like] should introduce such clauses as as if they are willing to work. Although the case looked as if it would be settled by noon, the attorneys and judge were surprised. The sentence "Although the case looked as if it would be settled by noon, the attorneys and judge were surprised" is completely correct. The preposition up and adverb as have been correctly used in the sentence. ``` This class is totally different than what I expected! Careful speakers would say different from. ``` Dawn graduated college three years ago. Educated people never omit the preposition from following the verb graduated. You graduate from high school or from college. Never do you graduate college!

Question 146

Final exam (chapter 7, 8, 11, 12)

Answer 146

chapter 7 flashcard bad news Definition: The part of a bad-news message that provides a clear but understated negative announcement that might include an alternative or a compromise. explanations Definition: The section of a bad-news message that explains why a negative decision is necessary; the most important part of a bad-news letter; also called reasons. reasons Definition: The part of a bad-news message that explains why the bad news was necessary and that the matter was taken seriously; the most important part of a negative message; also called an explanation. buffer Definition: A device to reduce pain or shock; the part of a bad-news message that introduces the message with a neutral statement that makes the reader continue reading. closing Definition: The part of a bad-news message that ends with a warm, forward-looking statement that might mention good wishes, gifts, or sales promotion. best news Definition: A form of buffer that starts with the part of the message that represents the positivity. apology Definition: An admission of blameworthiness and regret for an undesirable event. reader benefits Definition: Showing readers how the bad news may help them, even indirectly. compromise Definition: A substitute, often included when delivering bad news; also called an alternative. alternative Definition: A compromise or substitute, often included when delivering bad news; also called a compromise. freebies Definition: Items such as coupons, samples, or gifts that companies send to customers to restore confidence or to promote future business. sales promotion Definition: A statement that attempts to convince a customer to purchase goods or services. Resale Definition: The process of reassuring customers that their choices were good ones. Agreement Definition: A form of buffer that makes a relevant statement with which both reader and receiver can concur. Appreciation Definition: A form of buffer that conveys thanks to the reader for doing business, for sending something, for conveying confidence in your organization, for expressing feelings, or for providing feedback. Compliment Definition: A form of buffer that praises the receiver’s accomplishments, organization, or efforts. Facts Definition: A form of buffer that provides objective information that introduces the bad news. Implying Definition: Avoiding a direct statement of refusal. Used when reasons and explanation leave no doubt that a request has been denied. Request refusal Definition: A message written to turn down a request for favors, money, information, or action. Understanding Definition: A form of buffer that shows the writer cares about the reader.

Question 147

chapter 7 quiz The bad feelings associated with disappointing news can generally be reduced if the receiver knows the reasons for the rejection, feels that the news was revealed sensitively, and __________. a. notices that the direct strategy was used b. believes that the matter was treated fairly and seriously c. sees that the message was presented on high-quality company letterhead d. understands who caused the problem

Answer 147

The bad feelings associated with disappointing news can generally be reduced if the receiver knows the reasons for the rejection, feels that the news was revealed sensitively, and believes that the matter was treated fairly and seriously. b. believes that the matter was treated fairly and seriously

Question 148

When communicating bad news, you should strive to project a positive image, maintain friendly relations, be fair, convey empathy and sensitivity, and __________. a. assign blame for the negative news b. explain your message clearly c. use a harsh tone so that your receiver knows that the bad news is final d. avoid apologizing

Answer 148

As a business communicator working with bad news, you have many goals: explain the bad news clearly and completely, project a professional image, convey empathy and sensitivity, be fair, and maintain friendly relations. b. explain your message clearly

Question 149

All the following are appropriate reasons to use the direct strategy to communicate bad news except__________. a. when firmness is necessary b. when the receiver may overlook the bad news c. when the bad news is personally upsetting d. when the bad news is not damaging

Answer 149

The direct strategy is appropriate when the bad news is not damaging, when the receiver may overlook the bad news, when the organization or receiver prefers directness, and when firmness is necessary. c. when the bad news is personally upsetting

Question 150

In which of the following situations would the indirect strategy be most appropriate? a. Division Manager Bradley Kohler must tell his employees that Tuesday's staff meeting will be canceled. b. Operations Manager Karen Bauer must inform stockholders that the company experienced an increase in revenue for the fiscal year. c. CEO Dale Marek must announce to his staff that 45 positions will be eliminated on January 1. d. Human Resources Specialist Julie Newhouse must notify staff members about the new wellness incentive.

Answer 150

c. CEO Dale Marek must announce to his staff that 45 positions will be eliminated on January 1. Because the layoff announcement may be personally upsetting or even unexpected, the indirect strategy would be appropriate.

Question 151

The key to ethical communication, especially of bad news, lies in the __________ of the sender. a. writing skills b. directness c. motives d. organizational skill

Answer 151

The key to ethical communication lies in the motives of the sender. Unethical communicators intend to deceive. motives

Question 152

Which of these patterns follows the suggested order of parts in bad-news messages using the indirect strategy? a. Buffer, reasons, bad news, and closing b. Explanation, bad news, buffer, and closing c. Bad news, explanation, and closing d. Buffer, bad news, and closing

Answer 152

a. Buffer, reasons, bad news, and closing Bad-news messages using the indirect strategy typically follow this order.

Question 153

You have started a bad-news message with the following statement: Your contributions to our community's recycling efforts have been outstanding. What type of buffer have you used? a. Compliment b. Agreement c. Facts d. Appreciation

Answer 153

This opening is an example of using a compliment as a buffer.

Question 154

The most important part of a bad-news message is the _________. a. closing b. explanation of the bad news c. buffer d. subject line

Answer 154

Providing an explanation reduces feelings of ill will and improves the chances that readers will accept the bad news. Without sound reasons, a message will fail, no matter how cleverly it is organized or written. b. explanation of the bad news

Question 155

Which of the following uses passive voice to present the bad news? a. Although we were impressed with your application, we have no positions available at this time. b. Because your qualifications did not match our current needs, we are unable to offer you an interview for the administrative assistant position. c. We are unable to interview you for the administrative assistant position at this time. d. Although the administrative assistant position has been filled, we wish you well in your job search.

Answer 155

d. Although the administrative assistant position has been filled, we wish you well in your job search. This sentence uses the passive voice to present the bad news.

Question 156

Smart business communicators know that dealing with disappointed customers should be done immediately and personally. However, written correspondence may be appropriate when __________. a. the customer's request will be denied b. the customer is angry c. personal contact is impossible d. resale or promotional materials are unavailable

Answer 156

Written messages may be necessary when personal contact is impossible, when a permanent record and confirmation of follow-up procedures are needed, and when positive public relations are crucial.

Question 157

Garrett must respond to a customer's online post regarding a problem the customer experienced when ordering a new smartphone. Garrett should practice the following tips except__________. a. deny that the problem occurred b. respond quickly and constructively c. suggest a refund or a discount on future services d. investigate the situation

Answer 157

a. deny that the problem occurred When responding to online posts or reviews, verify the situation, respond quickly and constructively, consider freebies by suggesting a refund or a discount on future services, learn how to improve, and accept the fact that nearly every business receives some complaints.

Question 158

Which of the following would best refuse a customer's claim? a. Although a full refund cannot be issued, we would be happy to repair your iPad for a nominal fee. b. The damage to your iPad is not covered by the warranty, as explained in the enclosed copy of the warranty that came with your device. c. We are sorry that company policy prevents giving you a full refund for your iPad. d. Because you damaged the iPad by trying to repair it yourself, we are unable to give you a full refund

Answer 158

This sentence is effective because it uses the passive voice, puts the bad news in a subordinate clause, and offers a good alternative. A

Question 159

Which of the following is the best advice when delivering bad news personally? a. Deliver the bad news alone, especially if you anticipate resistance or a confrontation. b. Prepare your comments prior to delivering the bad news. c. Strike while the fire is hot; that is, deliver the bad news while you are passionate about the issue. d. Focus on the present situation only.

Answer 159

When delivering bad news personally, gather all needed information; prepare and rehearse the news; explain the past, present, and future; consider taking a partner; think about the timing of the news; and be patient with the receiver's reaction. B

Question 160

You must decline an employee's request to telecommute three days per week. Which of the following is the best explanation for the refusal? a. Unfortunately, we cannot afford the expenses associated with telecommuting. b. Our current company policy does not allow telecommuting. c. Your work standards cannot be relied upon unless we are able to observe you at the office. d. Your daily presence in the office is important to ensure regular customer contact.

Answer 160

D This would be most effective because it is a positive statement showing how the company and customers benefit.

Question 161

You must deliver bad news to your employees. What advice should you follow? a. Record your bad-news message on YouTube so that employees can watch the video when it is convenient for them. b. Let the employees find out through the grapevine rather than delivering the bad news personally. c. Begin your message with the bad news to prevent employee anxiety. d. Start with a neutral or positive statement that transitions to the reasons for the bad news.

Answer 161

D You should start your bad-news message with a neutral or positive statement that transitions to the reasons for the bad news.

Question 162

One primary goal when delivering bad news is to maintain a positive image of you and your organization. a. True b. False

Answer 162

T Maintaining a positive image of you and your organization is one primary goal when delivering bad news.

Question 163

The primary difference between the direct and indirect strategies is the placement of the bad news. a. True b. False

Answer 163

T The primary difference between the direct and indirect strategies is where the bad news is placed. In the direct strategy, the bad news comes first. In the indirect strategy, the bad news comes after the buffer and reasons.

Question 164

Whether to use the direct or indirect strategy depends largely on the situation, the audience's reaction, and the writer's goals. a. True b. False

Answer 164

To successfully convey bad news, writers must carefully consider the audience, purpose, and context to determine the most appropriate organizational strategy. T

Question 165

Thank you for your e-mail message is an effective buffer for a bad-news message. a. True b. False

Answer 165

A well-written buffer provides a neutral but meaningful statement that encourages continued reading rather than a trite opening such as Thank you for your e-mail message. F

Question 166

Placing the bad news at the beginning or ending of a paragraph will help de-emphasize the bad news. a. True b. False

Answer 166

F The bad news should be placed strategically to cushion the blow. Placing the bad news at the beginning or ending of a paragraph, in an independent clause, or in a separate paragraph will emphasize the bad news.

Question 167

Using the following statement in presenting the reason for the bad news could help the receiver to accept the message: Although we would like to install the heating system you have offered, we are seeking a more energy-efficient, environmentally friendly unit.

Answer 167

T Readers accept bad news more readily if they see that someone or something else benefits. Mentioning the environmental benefits of a more energy-efficient heating system may help the reader accept the bad news.

Question 168

When something happens that is disappointing to customers, such as late deliveries, product failures, deficient service, or improper charges, business professionals should begin to control the damage by writing a letter. a. True b. False

Answer 168

F Business professionals should strive to control the damage and resolve the problem by calling or e-mailing the individual immediately.

Question 169

When refusing requests or claims using the indirect strategy, reveal the bad news before presenting the reasons for the refusal. a. True b. False

Answer 169

The reasons-before-refusal plan works well for refusing claims and requests because it helps you be empathic and artful in breaking the bad news.

Question 170

When you must deliver bad news within an organization, you should first determine whether the negative information is newsworthy. a. True b. False

Answer 170

T When you must deliver bad news, first decide whether the negative information is newsworthy. Serious offenses must be reported, but trivial, noncriminal mistakes or one-time behaviors are best left alone.

Question 171

Smart organizations involved in a crisis prefer to communicate the news openly to employees, customers, and stockholders. a. True b. False

Answer 171

When faced with a crisis, smart organizations communicate the news openly, honestly, and promptly to employers, customers, and stockholders instead of letting rumors distort the truth.

Question 172

chapter 8 Flashcard

Answer 172

Persuasion Definition: The act of influencing or convincing a reader or listener to think, act, or feel a certain way. action Definition: The part of a sales or marketing message that tells readers what the sender wants done and that gives them a reason for doing it. Persuasive requests Definition: A request for a favor or action that will require the reader to be persuaded. body Definition: The part of a persuasive message that builds interest, explains the request logically and concisely, and reduces resistance. complaints Definition: A message written by a customer to identify or correct a wrong that requires persuasive techniques; often called a persuasive claim. Persuasive claim Definition: A message written by a customer to identify or correct a wrong that requires persuasive techniques; often called a complaint. Sales letters Definition: A hard-copy letter that is generally part of a package that may contain a brochure, price list, illustrations, testimonials, and other persuasive appeals. online sales messages Definition: Part of an e-mail marketing campaign to attract new customers, keep existing ones, upsell, cross-sell, and cut costs. direct-mail marketing Definition: Sales letters, packets, brochures, and catalogs sent directly to consumers. target audience Definition: An audience that is preselected for characteristics that make it a good market for a particular product or services. Rational appeals Definition: A persuasive technique that is associated with reason and intellect. dual appeal Definition: A persuasive technique that uses a combination of emotional and rational strategies. postscripts Definition: A comment added to the end of a message, often abbreviated as P.S.; in sales messages may be used to reveal the strongest motivator, to add a special inducement for a quick response, or to reemphasize a central selling point. e-marketing Definition: Marketing that uses e-mail, Web documents, and wireless media. opt-in Definition: Permission given by a customer or other receiver to allow sales messages to be sent from an organization. open rate Definition: The proportion of sales messages that are opened by receivers. closings Definition: The part of a persuasive message that motivates action. AIDA pattern Definition: An acronym standing for Attention, Interest, Desire, Action; a pattern used by professional marketers and salespeople when persuading customers. Attention Definition: The part of a sales or marketing message that is honest, relevant, and stimulating in order to attract the reader’s attention. Central selling points Definition: The one or two features that are emphasized in a sales message. Emotional appeals Definition: A persuasive technique that is related to status, ego, and sensual feelings.

Question 173

chapter 8 practice Which of the following statements about persuasion and persuasive messages in today's digital age is least accurate? a. Today's persuaders generally rely on more subtle approaches. b. Persuasion is more complex and impersonal today. c. Persuasive messages in today's world are transmitted faster than ever. d. Because of technology, the number of persuasive messages has decreased.

Answer 173

d. Because of technology, the number of persuasive messages has decreased. Today's technology has allowed persuasive messages to be sent more quickly, increasing the number and reach of such messages. In addition, today's persuasive techniques are more subtle, complex, and impersonal.

Question 174

Effective persuaders use all of the following techniques to influence others except __________. a. emphasizing benefits to them rather than to their audience b. demonstrating their knowledge and experience and using others' ideas to support their position c. being flexible and aiming for a mutual solution d. expecting and overcoming resistance by providing counterarguments and facts

Answer 174

Effective persuasive techniques include establishing credibility, making a reasonable and specific request, tying facts to audience benefits, recognizing the power of loss, expecting and overcoming resistance, and sharing solutions and compromising.

Question 175

Persuasive requests are generally more effective when they are organized __________. a. indirectly b. chronologically c. quickly d. directly

Answer 175

The writing plan for a persuasive request requires deliberate development using the indirect strategy to overcome possible resistance and to lay a logical foundation. A

Question 176

The opening of a persuasive request should __________. a. include facts, statistics, expert opinions, examples, and specific details to support the request b. identify the purpose of the request c. focus on the direct and indirect benefits to the reader d. capture the reader's attention and interest

Answer 176

The opening of a persuasive request should capture the reader's attention and interest. The body of the request should identify the purpose of the request. D

Question 177

You are writing a request to invite an important political figure to speak at your college. Because you can't offer her an honorarium, you decide to stress the fact that she will be speaking and offering guidance to the political figures of the future. This emphasis focuses on __________. a. a direct benefit b. statistics c. a monetary value d. an indirect benefit

Answer 177

A This is an example of an indirect benefit to the reader.

Question 178

The closing of a persuasive request should __________. a. focus on direct or indirect benefits to the reader b. anticipate objections, offer counterarguments, and show the value of the request c. mention a new, unrelated topic to end with fresh information d. make a specific request and motivate action

Answer 178

D The closing of a persuasive request should make a specific request and motivate action.

Question 179

What is the best advice when developing a persuasive claim or complaint message? a. Give a complete, detailed chronology of everything that happened leading up to the complaint. b. Open with a statement of sincere praise, an objective statement of the problem, or a point of agreement. c. Begin by explaining what happened or why your claim or complaint is legitimate. d. Avoid specifying your requested solution to the problem so that the receiver can make an objective decision.

Answer 179

Open with a statement of sincere praise, an objective statement of the problem, or a point of agreement. Provide your explanation after your opening statement. B

Question 180

When writing a persuasive claim message to an organization, you should __________. a. use emotional language to show how much the situation means to you b. threaten possible litigation if the claim is not granted c. appeal to the organization's sense of responsibility and pride in its good name d. suggest that the organization intentionally deceived you

Answer 180

C The most successful persuasive appeal is to a company's sense of responsibility and pride in its good name without using rancor, blame, or threats.

Question 181

Jon is a manager at a large software company. Which of the following situations would most likely require Jon to use persuasion within his company? a. Telling employees about a new company acquisition b. Asking employees to change their working hours to meet new customer demands c. Informing employees about the company's plan to update its website d. Asking employees to attend a meeting that will outline how to enroll in the new health insurance plan

Answer 181

B Because these changes in working hours might meet some employee resistance, this situation would require persuasion.

Question 182

You have decided to ask your supervisor to authorize the purchase of iPads for your sales staff. The most important item for you to include in your request is __________. a. clear documentation, including facts, figures, and evidence that proves how the devices will increase productivity b. the serial numbers for the purchase order c. persuasive wording such as We should or We must d. a clear explanation of how you will benefit from the device

Answer 182

A Providing clear documentation, including facts, figures, and evidence, is critical when subordinates submit recommendations to their bosses.

Question 183

Professional marketers and salespeople follow the AIDA strategy in their sales messages because it is effective. What does the acronym AIDA stand for? a. Attraction, innovation, determination, and activity b. Appeal, input, development, and attitude c. Attention, interest, desire, and action d. Arousal, insight, direction, and activation

Answer 183

C When persuading consumers, professional marketers and salespeople follow the AIDA strategy, which stands for attention, interest, desire, and action.

Question 184

You work for a full-service salon and day spa and are writing a sales message targeted for working women. You describe your spa's services as "soothing, relaxing, and sensuous." You are using __________ to sell your services. a. a rational appeal b. the indirect organizational strategy c. common sense d. an emotional appeal

Answer 184

This is an example of an emotional appeal. Emotional appeals relate to status, ego, and sensual feelings and are used to sell products that are inexpensive, short-lived, or nonessential. D

Question 185

Which of the following illustrates a testimonial? a. We are certain you will find our phone the most innovative and reliable smartphone on the market. b. If you have an iPhone, you can stay connected with your friends and family wherever you travel. c. You'll be impressed by the unique touch screen and cutting-edge multimedia capabilities. d. Here's what one iPhone user has to say: "The iPhone surpasses all other smartphones on the market."

Answer 185

Only "Here's what a new user has to say: 'The iPhone surpasses all other smartphones on the market'" represents a testimonial. Testimonials, along with guarantees, warranties, samples, and performance polls, are effective tools for developing desire and reducing resistance.

Question 186

Which statement about online sales messages is most accurate? a. Online sales messages offer a richer experience than direct-mail messages because readers can click hyperlinks at will to access content that interests them. b. When online messages are sent as ads or periodic e-newsletters, they typically include salutations or closings. c. Online sales messages are usually longer than direct-mail messages. d. Online sales message cost more to send than direct-mail messages.

Answer 186

A Online sales messages offer a richer experience than direct-mail messages because readers can click hyperlinks at will to access content that interests them.

Question 187

When creating online sales messages, what advice should you follow? a. Avoid the use of testimonials because readers may find them too opinionated. b. Place the most important information near the end of the message so that it is emphasized and remembered. c. Include a statement that tells readers how to be removed from your mailing database. d. Include a subject line such as Hey you! to get the reader's attention.

Answer 187

C Effective online sales messages should include a statement that tells readers how to be removed from the mailing database.

Question 188

Persuasive skills are not as important in today's business world. a. True b. False

Answer 188

F Persuasive skills are becoming ever more important at work as teams and managers abandon the traditional command structure and focus instead on influencing others.

Question 189

In the indirect organizational strategy, the reasons and explanations follow the main idea. a. True b. False

Answer 189

F | The reasons and explanations precede (先于) the main idea when a message is organized indirectly.

Question 190

You can reduce resistance to a persuasive request by establishing your credibility. a. True b. False

Answer 190

T The body of a persuasive request should be used to build interest and to reduce resistance. You can reduce resistance by anticipating objections, offering counterarguments, establishing credibility, demonstrating competence, and showing the value of your proposal.

Question 191

Effective persuasion involves using anger and strong emotion. a. True b. False

Answer 191

F Because the tone of a persuasive claim or complaint message is important, you will be more persuasive if you communicate your feelings without anger and strong emotion.

Question 192

Messages within a company should be carefully examined for tone. a. True b. False

Answer 192

T Messages flowing downward or upward require attention to tone. Warm words and a conversational tone convey a caring attitude and are more likely to be accepted.

Question 193

Your primary goal in writing a sales message is get someone to devote a few moments of attention to it. a. True b. False

Answer 193

T Your primary goal in writing a sales message is get someone to devote a few moments of attention to it, whether promoting a product, a service, an idea, or yourself.

Question 194

One of the most critical parts of a sales message is the opening paragraph. a. True b. False

Answer 194

T One of the most critical parts of a sales message is the opening paragraph. This opening should be short (one to five lines), honest, relevant, and stimulating.

Question 195

For a limited time, you can get employee pricing and an additional $1,000 rebate on any new Kia vehicle is an example of an emotional appeal. a. True b. False

Answer 195

F This is an example of a rational appeal, which focuses on making or saving money, increasing efficiency, or making good use of resources.

Question 196

Effective e-mail sales messages should focus on at least three or four central selling points. a. True b. Fals

Answer 196

F Effective e-mail sales messages are short, conversational, and focused. Because on-screen text is taxing to read, be brief by focusing on only one or two central selling points.

Question 197

Because of its character limitations, Twitter is an ineffective social network for online persuasive messages. a. True b. False

Answer 197

F Tweets can be used effectively to influence others and to project a professional, positive online presence. In fact, some businesses and individuals have been very effective in making offers, getting the attention of their audiences, and prompting specific responses using only 140 characters

Question 198

chapter 11 | Flashcard

Answer 198

Business etiquette Definition: A set of guidelines pertaining to proper business attire, dining manners, and other aspects of professional presentation in the workplace. employability skills Definition: Behaviors that include respect, professional demeanor, good manners, and other soft skills; also referred to as key competencies. social intelligence Definition: The ability to interact well with others, be perceptive, show sensitivity, get along with others, and to persuade them to cooperate polish Definition: A high degree of refinement; ability to demonstrate professional nonverbal techniques and etiquette. civility Definition: Behavior that is considered respectful and considerate of others. professionalism Definition: Desirable workplace and online behaviors that help employees get along with others and deliver positive results to enhance profits and boost a company’s image; related to business etiquette, protocol, soft skills, social intelligence, ethical conduct, social intelligence, polish, and civility cyberbullying Definition: The use of electronic communication to intimidate or threaten others. voice quality Definition: The way a voice sounds; identifies the personality and mood of the speaker. hard skills Definition: Technical knowledge in a specific field. integrity Definition: Strong adherence to a set of moral values. meetings Definition: Gatherings that include three or more individuals who pool information, solicit feedback, clarify policy, seek consensus, and solve problems. conflict Definition: Disagreement that is a normal part of every workplace; may occur when people feel unheard or misunderstood. pronunciation Definition: The ability to say (enunciate) words correctly and clearly with accepted sounds and accented syllables. pitch Definition: The vibration frequency of voice sounds; the highness or lowness of sounds. volume Definition: The degree of loudness or the intensity of a voice. rate Definition: The pace of speech. emphasis Definition: The way words are stressed when speaking; can change the meaning being expressed. uptalk Definition: The habit of using a rising inflection at the end of a sentence resulting in a singsong pattern that makes statements sound like questions; considered unprofessional. team Definition: A group of individuals who share a common purpose; examples include work teams, project teams, customer support teams, supply teams, design teams, planning teams, functional teams, and cross-functional teams. constructive criticism Definition: Feedback and evaluation that attempts to help a person improve. telephone tag Definition: An irritating exchange of calls when callers repeatedly miss one another. collaborate Definition: Working together cooperatively to achieve a goal. virtual teams Definition: Groups of people who work interdependently with a shared purpose across space, time, and organization boundaries using technology. agenda Definition: A listing of topics to be discussed during a meeting. voice mail Definition: A telephone system linked to a computer that digitizes and stores incoming messages. ground rules Definition: A set of rules for all participants to follow during a meeting, such as arriving on time, communicating openly, being supportive, listening carefully, participating fully, confronting conflict frankly, turning off cell phones, and following the agenda. parliamentary procedures Definition: The body of rules such as Robert’s Rules of Order used by more formal groups during meetings. parking lot list Definition: A list made during a meeting of important but divergent issues that should be discussed at a later time. Co-located workers Definition: Individuals who are working in the same location. Mini agenda Definition: A short list of topics to be discussed in a phone call. Shared leadership Definition: The rotation of control of a team; may switch to one with appropriate expertise as the team evolves and moves from one phase to another. Smartphone Definition: A sophisticated mobile device that allows individuals to conduct business from virtually anywhere at any time; functions much like a laptop or tablet. Three-point introduction Definition: An overview of what to say when making a telephone call; begin by announcing the name of the person being called, providing the name and affiliation of the caller, and briefly explaining the reason for calling.

Question 199

chapter 11 practice quiz Professionalism __________. a. is important only in large companies b. refers to those behaviors exhibited only to customers c. describes desirable workplace behavior d. emphasizes technical skills necessary for job performance

Answer 199

C Professionalism refers to desirable work behavior that makes someone a good employee with coworkers, bosses, and customers in any business.

Question 200

All the following are traits or skills that define professional behavior except __________. a. business and dining etiquette b. hard or technical skills c. civility d. social intelligence

Answer 200

Civility, polish, business and dining etiquette, social intelligence, and soft skills are all traits or skills that define professional behavior and foster positive workplace relations. B

Question 201

The richest communication channel is a(n) __________. a. telephone conversation b. business letter c. face-to-face conversation d. e-mail message

Answer 201

C The richest communication channel is a face-to-face conversation because the voice and body language can be used to make a point, convey warmth, and build rapport.

Question 202

To use your voice effectively, __________. a. overemphasize all words to guarantee audience understanding b. keep the same volume and rate while speaking c. vary the pitch of your voice and talk at about 125 words per minute d. use uptalk to make your ideas clearer

Answer 202

C Using a varied pitch and speaking at about 125 words a minute makes you sound pleasing and professional. Other tips include pronouncing words correctly, avoiding uptalk, ensuring that the quality of your voice is appropriate, adjusting your volume and rate accordingly, and occasionally emphasizing words.

Question 203

While receiving her performance review, Dana is surprised by several comments that she feels are inaccurate. How should she react to the criticism? a. Place blame for anything negative being said on others in her department. b. Interrupt her supervisor frequently to comment on the suggestions being made and defend her position at every opportunity. c. Agree with all criticism to avoid being confrontational. d. Restate what she is hearing in her own words.

Answer 203

d Dana should not try to blame others as this may escalate the situation and harden her supervisor's position. She should also paraphrase what is being said to ensure understanding.

Question 204

Tyron recently chaired a task force that developed a Web-use policy for his company. Now Tyron must critique the performance of each member of his task force. What advice should he follow? a. Avoid soliciting feedback from the individuals. b. Deliver the criticism in a public setting to help prevent tempers from flaring. c. Instead of focusing on what went wrong, use language that focuses on improvement. d. Use vague wording to be less hurtful.

Answer 204

C Instead of using language that focuses on the problem, Tyron should use language that offers alternative behavior.

Question 205

What is the best advice for making and receiving telephone calls professionally? a. If you made the call, remember that it is your responsibility to end the call. b. When answering a call, don't identify yourself until you know who is on the other end. c. Avoid smiling while talking because it might make you sound insincere. d. When answering the phone for someone who is away from the office, reveal the person's whereabouts.

Answer 205

Smiling while speaking can affect the tone of your voice and make you sound more cheerful. In addition, if you initiated the call, remember that it is your responsibility to end the call. A

Question 206

What is the best advice for using cell phones professionally on the job? a. Keep your cell phone on at all times so that you don't miss an important business call. b. Select a unique ringtone to display your creativity and sense of style. c. Screen incoming calls and let voice mail take routine calls. d. Raise your voice to make sure that the person on the other end can hear you.

Answer 206

Turn off your cell phone when entering most public buildings or any other place where it could be distracting or disruptive to others. Also, use caller ID to screen incoming calls, and let voice mail take routine calls. C

Question 207

Heather has just started a new job and wants to project professionalism through her voice mail. What advice should she follow? a. Use voice mail to avoid taking any phone calls to ensure that she completes her daily tasks. b. Respond to any messages that she receives within seven business days. c. Use the same voice message even when she is on vacation or out of her office. d. Record a personal greeting that includes her name, her phone number, and an invitation for leaving a message.

Answer 207

D Heather should record a personal greeting that includes her name, her phone number, and an invitation for leaving a message.

Question 208

Which of the following statements about teams is least accurate? a. Teams can respond more quickly to issues and company needs than individuals. b. Decisions arrived jointly are usually better received because team members are committed to the solution and are more willing to support it. c. Teams generally make better decisions than individuals. d. Teams present more risks for individuals.

Answer 208

Businesses form teams for better decisions, faster response times, improved employee morale, increased productivity, greater buy-in, reduced risks, and less resistance to change. D

Question 209

Kendall is participating in a work team. His team is currently discussing alternatives, evaluating outcomes, applying criteria, and prioritizing alternatives. Kendall's team is in the __________ phase of team development. a. forming b. norming c. storming d. performing

Answer 209

Groups discuss alternatives, evaluate outcomes, apply criteria, and prioritize alternatives in the norming phase of team development. B

Question 210

Which statement regarding workplace teams is least accurate? a. Teams should focus on collaboration rather than competition. b. Teams should agree on their purpose and procedures. c. Teams should be homogenous. d. Teams should confront conflict when it occurs.

Answer 210

C The best teams are small and diverse, agree on a purpose and procedures, confront conflict, communicate effectively, collaborate rather than compete, accept ethical responsibilities, and share leadership.

Question 211

Matthew must lay off employees in his company and wants to hold a meeting with others to help him make an effective decision. How many people should he invite to this decision-making meeting? a. Four to seven people b. At least 30 people c. Branch managers from each of the company's 15 locations d. All 550 company employees

Answer 211

A The purpose of a meeting determines the number of participants. Because this meeting will require intense problem solving, Matthew should invite four to seven participants.

Question 212

As a leader of a meeting, you should __________. a. do as much talking as possible to ensure that all issues are covered thoroughly b. let group members digress on agenda issues to promote group cohesiveness c. wait until all participants arrive before beginning the meeting d. establish meeting ground rules during the introduction of the meeting

Answer 212

D The leader of the meeting should establish meeting ground rules during the introduction of the meeting.

Question 213

Coleen must conduct a virtual meeting with some of her employees who work in other states. As she plans and leads this meeting, what advice should she follow? a. Set the meeting time using Eastern Standard Time (EST). b. Encourage turn-taking and ask questions of specific people. c. Check her messages during the meeting to demonstrate her popularity and job demands. d. Avoid any small talk before and after the meeting.

Answer 213

B Coleen should set the meeting using Coordinated Universal Time (UTC), avoid multitasking, leave room for some small talk, encourage turn-taking and ask questions of specific people, establish ground rules for behavior, and select appropriate technology and make certain it is working for all participants.

Question 214

Good manners and a businesslike, professional demeanor are among the top skills recruiters seek in applicants. a. True b. False

Answer 214

T Employers prefer courteous and professional job candidates over those who lack these skills and traits. In fact, good manners and a businesslike, professional demeanor are among the top skills recruiters seek in applicants.

Question 215

Listening to customers and coworkers is an example of a soft skill. a. True b. False

Answer 215

T Some examples of soft skills include working effectively in teams, listening to customers and coworkers, appreciating and valuing diversity, prioritizing work schedules, making effective eye contact with others, and displaying appropriate workplace manners.

Question 216

Because of today's communication technologies, face-to-face communication is no longer essential in business transactions. a. True b. False

Answer 216

F Despite their popularity and acceptance, alternate communication technologies can't replace the richness or effectiveness of face-to-face communication.

Question 217

When delivering constructive criticism, incorporate words such as should, never, always, or you to ensure that the recipient understands and accepts the criticism. a. True b. Fals

Answer 217

F When delivering constructive criticism, don't use words such as should, never, or always because they may cause the listener to shut down or become defensive. In addition, avoid you language because it sounds accusatory.

Question 218

Before placing a phone call, you should determine the topics you need to discuss. a. True b. False

Answer 218

T Before making a phone call, plan a mini-agenda. Jot down all the topics you need to discuss to ensure that your phone call is complete and short.

Question 219

Hello. How may I help you? is an appropriate greeting when answering a telephone call. a. True b. False

Answer 219

F When answering a phone call, provide your name, title or affiliation, and a greeting: Thanks for calling MBI Technical Systems. This is Lynette Groskopf. How may I help you?

Question 220

Withdrawing from a team is viewed as an effective technique to deal with group differences. a. True b. False

Answer 220

F Team members who withdraw hinder a group's effectiveness. Other behaviors that negatively affect a group are failing to stay on task, making improper jokes and comments, wasting the group's time, blocking others' ideas and suggestions, and insulting or criticizing others.

Question 221

One advantage of successful teams is the improvement of employee morale. a. True b. False

Answer 221

F Personal satisfaction and job morale increase when teams are successful. See 11-4 "Adding Value to Professional Teams."

Question 222

No meeting should be called unless it is important, can't wait, or requires an exchange of ideas. a. True b. False

Answer 222

T No meeting should be called unless it is important, can't wait, or requires an exchange of ideas. If people need to be merely informed, send an e-mail, text, or memo, or call them instead of holding a meeting.

Question 223

A meeting agenda should be sent at least two days before a meeting. a. True b. False

Answer 223

T At least two days before a meeting, an agenda should be distributed that lists the topics to be discussed, identifies any reports or materials that participants should read in advance, and includes a copy of the minutes from the previous meeting, if applicable.

Question 224

Chapter 12 Flashcard

Answer 224

rapport Definition: A feeling of mutual trust and respect; a bond established between the speaker and audience. credibility Definition: The quality of being believable or trustworthy; established by presenters when they describe their position, knowledge, experience, or qualifications. anecdote Definition: A personal story used to connect the speaker with the audience. verbal signposts Definition: Language used by speakers to help the audience recognize the organization and main points in an oral message. Previewing Definition: A verbal signpost that tells audience members what is coming next in a presentation. Summarizing Definition: A verbal signpost that tells audience members what has been covered thus far in a presentation. transitional expressions Definition: A word or expression such as first, therefore, on the other hand, and in conclusion that builds coherence, lends emphasis, and tells listeners or receivers where the presentation or report is headed. visual aids Definition: Tools such as handouts and multimedia slides that emphasize and clarify main points, improve comprehension and retention, and increase audience interest. multimedia slides Definition: Dynamic, colorful slides displayed on a desktop, laptop, tablet, or smartphone using a software package such as Microsoft. PowerPoint, Apple Keynote, Apache OpenOffice Impress, Google Slides, and Adobe Presenter. handouts Definition: Pictures, outlines, brochures, articles, charts, summaries, or other supplements distributed to listeners during or after a presentation. Zoom presentations Definition: Nonlinear, 3D quality presentation software that allows the presenter to zoom in and out of content to show the “big picture” or specific details. multimedia Definition: Elements such as sound, animation, and video that can be added to digital presentations. animation Definition: A PowerPoint tool that controls when objects or text appear on the screen. hyperlinks Definition: “Hot spots” in an electronic presentation that jump instantly to sources outside the presentation, including websites and documents. 6-x-6 rule Definition: A restriction limiting a PowerPoint slide to six bullets per screen and six words per bullet. SmartArt Definition: A PowerPoint tool to create graphics such as organization charts, cycles, radials, timelines, pyramids, matrixes, and Venn diagrams slide sorter Definition: A PowerPoint tool to rearrange, insert, and delete slides during the revision process. extemporaneously Definition: Speaking freely without reading from notes or a manuscript. stage fright Definition: Nervousness before or during a presentation/appearance before an audience. speaker’s notes Definition: A printout that shows the slides at the top of a page, followed by the points the speaker will cover during a presentation. Analogy Definition: A comparison of similar traits between dissimilar things; effective in explaining and drawing connections. Briefing Definition: A type of business report that presents an overview or summary of an issue, proposal, or problem. Electronic handouts Definition: PowerPoint or other presentation slides that have been posted to a website. Metaphor Definition: A comparison between otherwise dissimilar things without using the words like or as (e.g., that meeting was a thief of my time). Personalized statistics Definition: Statistics that relate directly to the audience. Presentation conclusion Definition: The part of a presentation that (a) summarizes the main themes, (b) leaves the audience with a specific and memorable “take-away,” and (c) includes a statement that allows the speaker to leave the podium gracefully. Simile Definition: A comparison that includes the words like or as (e.g., light as a feather; tough as nails). Slide template Definition: A professionally designed model provided by software programs such as PowerPoint; it often combines harmonious colors, borders, and fonts for pleasing visual effects. Webinar Definition: A Web-based presentation, lecture, workshop, or seminar transmitted digitally with or without video to train employees, interact with customers, and promote products.

Question 225

chapter 12 practice Which of the following statements about public speaking skills is most accurate? a. Individuals are born with the ability to speak effectively in public. b. Recruiters rank effective public speaking skills low on their list of most sought-after skills desired in employees. c. The fear of public speaking cannot be conquered. d. Effective speaking skills are important for all employees.

Answer 225

Good speakers are made, not born. As a result, instruction and practice can help you minimize your fear and improve your skills because recruiters rank effective public speaking skills high on their wish lists and because you can expect to give speeches in your career. D

Question 226

The most important step in preparing for an oral presentation is to __________. a. organize your ideas using an effective organizational pattern b. determine appropriate visual aids c. decide on the purpose of the presentation d. decide what to wear

Answer 226

The first step in preparing for an oral presentation is to determine the purpose of the presentation. Whether your goal is to persuade or to inform, you must have a clear idea of what you want to accomplish. C

Question 227

When an audience is __________, you should be calm, deliver your ideas evenly and slowly, and include objective data and expert opinion. a. uninterested b. neutral c. friendly d. hostile

Answer 227

When speaking to a hostile audience, deliver your remarks calmly in a brief presentation that includes objective data, expert opinion, and an even, controlled delivery style. D

Question 228

The two most effective techniques for helping your audience understand and remember your speech are __________. a. good organization and intentional repetition b. proper business attire and effective eye contact c. startling statistics and colorful visuals d. striking quotations and well-placed gestures

Answer 228

Good organization and conscious repetition are the two most powerful keys to audience comprehension and retention. A

Question 229

You should do all the following in the introduction of a presentation except__________. a. capture your listeners' attention and get them involved b. preview the main points of your presentation c. develop the main points with adequate explanation and details d. introduce yourself and establish your credibility

Answer 229

c. develop the main points with adequate explanation and details The introduction of a presentation should capture the listeners' attention, get the audience involved, identify the speaker, establish the speaker's credibility, and preview the main points of the presentation.

Question 230

The body of a short (20 minutes or shorter) presentation should focus on __________. a. at least five to eight main points b. approximately two to four main points c. up to ten main points d. as many points as necessary to convey your message

Answer 230

b. approximately two to four main points The body of a short presentation should include a limited number of main points, preferably two to four.

Question 231

Visual aids serve all the following purposes except to __________. a. lengthen presentations b. improve audience comprehension and retention c. emphasize and clarify main points d. increase audience interest

Answer 231

Research shows that visual aids emphasize and clarify main points, thus improving audience comprehension and retention; increase audience interest; and make the presenter appear more professional, better prepared, and more persuasive.

Question 232

If you choose to use handouts, it is usually best to distribute these __________. a. during your conclusion b. when you are ready to discuss the first point on the handout c. after you finish speaking d. after your introduction

Answer 232

Handouts should be distributed after you finish speaking because handouts given out immediately before or during a presentation may distract the audience, causing you to lose control. C

Question 233

Zoom presentations __________. a. are less cinematic and interactive than other forms of multimedia slides b. have replaced PowerPoint c. present information in 3D d. convey information in a linear manner

Answer 233

Zoom presentations are a popular alternative to PowerPoint presentations, which tend to be linear. Zoom presentations are 3D, making them more cinematic and interactive. C

Question 234

Which of the following statements about creating effective PowerPoint presentations is most accurate? a. Consider the cultural background of your audience when choosing background colors. b. To ensure originality, avoid using predesigned templates. c. Use as many special effects as possible to keep the attention of your audience. d. If you'll be giving your presentation in a darkened room, use dark text on a light background.

Answer 234

A Because the messages colors convey can vary from culture to culture, colors must be chosen carefully.

Question 235

Rhianna must give a presentation to the stockholders of her company. She wants to use a multimedia presentation to help her convey her ideas. What is the best advice for her to follow as she develops her content slides? a. Record all of her ideas in paragraph form rather than using a bulleted list to increase audience comprehension and retention. b. Use complete sentences to convey her ideas. c. Use at least ten bulleted points per slide to avoid white space. d. Ensure that listed items use parallel grammatical form.

Answer 235

D Effective speakers adapt the amount of text on multimedia slides. As a general guideline, they follow the 6-x-6 rule: Six bullets per screen and six words per bullet. In addition, they use short phrases instead of paragraphs and complete sentences, and they ensure that listed items demonstrate parallelism.

Question 236

You should use a multimedia slide or canvas only if __________. a. the slide or canvas highlights important points b. you develop your ideas using the direct organizational strategy c. you have completed training in developing and using the software d. your presentation is longer than ten minutes

Answer 236

A multimedia slide or canvas should be created only if it generates interest in what the speaker is saying and helps the audience follow the ideas, highlights important points, introduces or reviews key points, provides a transition from one major point to the next, or illustrates and simplifies complex ideas. A

Question 237

Which of the following is the best recommendation for delivering an effective oral presentation? a. Ad lib your presentation so that you come across as natural and conversational. b. Memorize the entire presentation so that you don't have to use notes. c. Deliver your presentation extemporaneously. d. Read the entire presentation to the audience so that you don't overlook anything important.

Answer 237

Individuals who try to "wing it" usually suffer the worst butterflies and give the worst presentations. The best plan is to deliver the speech extemporaneously, which means speaking freely, generally without notes, after preparing and rehearsing. C

Question 238

One of the most effective strategies for reducing stage fright is to __________. a. know your subject thoroughly b. dress in an expensively and expertly tailored suit c. look at only one audience member with whom you feel a connection d. picture your audience without any clothes

Answer 238

A One of the most effective strategies for reducing stage fright is to know your subject thoroughly.

Question 239

To come across professionally during a business presentation, __________. a. try not to pause because periods of silence will confuse your audience b. present your first sentence from memory c. talk as quickly as you can to keep your audience interested d. apologize whenever you make a mistake

Answer 239

By memorizing your opening, you can immediately establish rapport with the audience through eye contact. You will also sound confident and knowledgeable. B

Question 240

A podcast is a digitally transmitted Web-based presentation with or without video and used to train employees, interact with customers, or promote products. a. True b. False

Answer 240

A webinar is a Web-based presentation, lecture, workshop, or seminar that digitally transmits information with or without video. A podcast, on the other hand, is a prerecorded audio clip delivered over the Web. F

Question 241

All presentations should focus on audience benefits. a. True b. False

Answer 241

Whatever type of audience you will face, remember to plan your presentation so that it focuses on audience benefits because people in your audience will want to know what's in it for them. T

Question 242

Listeners will remember the conclusion more than any other part of a speech. a. True b. False

Answer 242

Listeners will remember the conclusion more than any other part of a speech. Therefore, you should spend extra time making it effective to summarize your main themes and to leave them with a specific and memorable take-away. T

Question 243

You have just told your audience about a time that you had to overcome an obstacle. You are using an analogy to create effective imagery. a. True b. False

Answer 243

F This is an example of a personal anecdote, which allows you to share your personal experiences with the audience.

Question 244

The goals of a speaker are to make listeners understand, remember, and act on ideas. a. True b. False

Answer 244

T Your goals as a speaker are to make listeners understand, remember, and act on your ideas. One way to get them interested and involved is by including effective visual aids.

Question 245

An oral presentation that incorporates visual aids is far more likely to be understood and retained than one lacking visual enhancement. a. True b. False

Answer 245

T Because most of our knowledge is acquired visually, an oral presentation that incorporates visual aids is far more likely to be understood and retained than one lacking visual enhancement.

Question 246

When creating a multimedia presentation, you would be wise to spend more time on the images, effects, and colors than on the content of the presentation.

Answer 246

Great-looking slides never compensate for thin content. Therefore, you should first prepare the content and then create the visual component. F

Question 247

Every multimedia presentation should include at least one special effect. a. True b. False

Answer 247

Using special effects only because they are available is not a good idea because they can distract your audience, taking attention away from your main points. Remember to add animation features only if doing so helps convey your message or adds interest to the content. F

Question 248

It is normal to experience some degree of stage fright when speaking before a group. a. True b. False

Answer 248

T Nearly everyone experiences some degree of stage fright when speaking before an audience.

Question 249

Dressing professionally for a presentation can make you feel more confident. a. True b. False

Answer 249

T Dressing professionally for a presentation will make you look more credible to your audience. You will also feel more confident.

Question 250

Syntex word

Answer 250

Lay lie Lay is a verb that commonly means “to put or set (something) down.” Lie is a verb that commonly means “to be in or to assume a horizontal position” (or “to make an untrue statement,” but we’ll focus on the first definition). In other words, lay takes a direct object, and lie does not. Expedient expeditious Expedient describes something that is suitable, an action that is appropriate for the situation. Expedient may also have a negative connotation, it is sometimes used to describe an action that is advantageous or convenient for the situation, but not necessarily the most just or moral action to take. Expedient is an adjective, the adverb form is expediently and the noun form is expediency or expedience. Expeditious describes an action that is done quickly and efficiently, the word expeditious does not have any negative connotation. Expeditious is an adjective, the adverb form is expeditiously, the noun form is expeditiousness. Remember, expedient may be considered to have a neutral or negative connotation, expeditious has a neutral or positive connotation. Affect effect Affect is usually a verb, and it means to impact or change. Effect is usually a noun, an effect is the result of a change. Council counsel The word counsel can be defined in many ways. In general, counsel is advice or instruction. However, it can also include opinion or deliberation about a matter. In law, it refers to a legal adviser or an advocate. As a verb, counsel means to advise. A council is a group of people convened to advise, consult, or deliberate a matter. Often, these assemblies convene to address administrative or legislative issues. Unlike counsel, which can serve as a verb, council is always a noun. Emerge immerge Emerge (verb) To come into view. To come out of a situation, object or a liquid. "He emerged unscathed from the accident." "The Soviet Union emerged from the ruins of an empire." "The submarine emerged from the ocean." To become known. "Gradually the truth emerged." Immerge (verb) To plunge into, under, or within anything, especially a fluid; to dip; to immerse. To disappear by entering into any medium, as a star into the light of the sun. Hoard hoarde to hoard refers to accumulating items, while to horde is to gather as a group. If you associate horde with people and animals, you’re on the right track. If you’re describing a swarm of people or animals, the right word is horde. So although an organized person’s biggest fear might be living with a partner’s hoarding problem, their nightmare may actually be a horde of spiders attacking them. Stationary, Stationery The word stationery comes from the word stationer, an archaic word to refer to a bookseller or publisher. As you can see, these are two very different words. Stationary is an adjective that describes objects that are not moving, while stationery is a noun that refers to pens, pencils, paper, envelopes, etc. Populous Populace Populous, meaning having many inhabitants (居民), is always an adjective. Populace is a noun referring to a population or the general public. So we might say, for example, that a populous city has a large populace. Discreet, discrete Discreet means “judicious in one’s conduct or speech, especially with regard to respecting privacy or maintaining silence about something of a delicate nature.” Or, more generally, “prudent, unobtrusive.” Discrete means something quite different from discrete: “apart or detached from others; separate, distinct, discontinuous.” Liable, libel Liable has a negative connotation: He's liable to have an accident if he doesn't slow down. Libel is a malicious attack on someone's character. Duel, Dual Dual are two parts of something and duel is a contest or fight between two parties. Waiver, waver, Waiver is a noun with several meanings, including (1) intentional relinquishment of a right or privilege, (2) a dispensation, and (3) a deferment. In most cases, the one who relinquishes a right or privilege gives the waiver, while the one who benefits from the relinquishment receives the waiver. Waver is a verb meaning (1) to move unsteadily back and forth, (2) to vacillate, or (3) to tremble in sound. Passible, passable, As adjectives the difference between passible and passable is that passible is able to suffer, or feel pain while passable is that may be passed]] or [[traverse|traversed. Torturous, tortuous Tortuous means ‘full of twists and turns’, as in: The travellers took a tortuous route. Whereas torturous means ‘involving or causing torture’, as in: They had a torturous five days of fitness training. Apprise（告知）, Appraise（评估） When you 'appraise' something, you determine or assess the value of it. 'Apprise', on the other hand, means to inform or notify. Capital, Capitol A capital is a stash of money or the government headquarters of a state. Oh, a capitol is a building. A capitol (with an o) is a building that houses a government's legislative branch. Alumna（女毕业生们）, alumnus(一个男毕业生), alumni（男或女毕业生们）, alumna（一个女毕业生） Alumni is the plural noun for a group of male graduates or male and female graduates. An alumnus is one male graduate. An alumna is one female graduate. And for a group of female graduates, you can use the plural alumnae. Amateur, Novice Amateur is a person attached to a particular pursuit, study, or science in a non-professional or unpaid manner and Novice is a person or creature who is new to a field or activity. Fewer and Less fewer is only to be used when discussing countable things, while less is used for singular mass nouns.