Q&A Hero

Q: All of the following are associated with team productivity EXCEPT A. All team members are encouraged to participate. B. Team has cooperative orientation. C. Subgroups are integrated into the team as a whole. D. Members are told to remain quiet unless they can contribute a well researched idea with proven results.

Q: Corinne is writing a persuasive message to her staff and includes the opening sentence Your hard work in planning last month's trade show made it the most successful we have ever had. She is gaining her reader's attention by using what type of opening statement? a. A description of the problem b. A compliment c. A reader benefit d. A stimulating question

Q: Which of the following actions would NOT be likely to boost the effectiveness of your team? A. If most team members are highly task-oriented, open each meeting with a non task-oriented activity such as sharing jokes and personal news. B. If most team members are looking for fun and companionship, arrange for a group party at one of the members' homes. C. If most team members have busy schedules, concentrate on keeping meetings to a minimum. D. If one member craves recognition, compliment him whenever you can sincerely do so.

Q: Which of the following messages moving downward from superiors to subordinates will most likely require persuasion? a. Telling employees that they must follow a new procedure for submitting expense claims b. Telling employees to change their passwords every six weeks c. Telling employees that they must learn how to operate the new copy machine d. Requesting that employees participate in a charity 5K run that takes place outside of work hours

Q: Personal goals that are NOT made public are called A. hidden agendas. B. personal memos. C. private goals. D. secret targets.

Q: Which of the following statements about team goals is NOT true? A. Problems may occur when an individual's goals conflict with the teams goals. B. Personal goals are only harmful to a team if they are not compatible objectives. C. There are very few personal goals that could interfere with team effectiveness. D. Teams tend to function more efficiently when members can satisfy their personal goals while they are helping the team reach its goals.

Q: Which of the following is an effective way for persuasive writers and speakers to establish credibility with an audience? a. Establish their expertise. b. Offer counterarguments. c. Request a response from the receiver. d. Suggest new ideas, directives, or recommendations for change that will be of interest to the audience.

Q: We learn from the functional perspective that A. an effective group will identify missing task and relational functions so members can fill them. B. the more people that fill a particular functional role, the better. C. as long as one or two roles are filled, the group will function fine. D. group members should be sure to fill all three types of roles: task, relational, and dysfunctional.

Q: Which of the following situations would require indirect organization of a claim or complaint letter? a. Melanie noticed that the charger cord for her Samsung Galaxy smartphone that she purchased last month is starting to split. b. Gus ordered business cards that were printed on the wrong color of cardstock. c. Chelsea's transmission failed two months after her car warranty expired. d. Mike's December credit card statement contains a $65 charge that he didn't make.

Q: All of the following are dysfunctional roles EXCEPT A. recognition seeker. B. tension reliever. C. joker. D. blocker.

Q: Which of the following is the most accurate statement about the AIDA strategy? a. The AIDA strategy consists of four separate steps that must be carried out separately. b. The steps in the AIDA strategy must always be carried out in order. c. Counterarguments should never be presented in a persuasive message because doing so will remind the reader of other options. d. Facts, figures, expert opinions, examples, specific details, and direct and indirect benefits will build reader interest.

Q: Stacey's primary duty for the group is to ensure a strong interpersonal climate. Stacey is filling a ________ role. A. formal B. task C. dysfunctional D. relational

Q: A "limited-time offer" is an example of which psychological trigger that influences people to act or believe? a. Commitment b. Social proof c. Scarcity d. Authority

Q: Marcy's primary duties in the group are to keep the discussion on track, suggest procedures, and coordinate the work of the other group members. Marcy is filling some ________ roles. A. dysfunctional B. task C. informal D. social

Q: Which of the following is true about persuasion in the digital age? a. The volume and reach of persuasive messages have become limited. b. Persuasion is less complex and personal. c. Persuaders play on emotions by using flattery, empathy, nonverbal cues, and likability appeals. d. Only organizations with dedicated sales teams are in the persuasion business.

Q: Haitao has an espresso maker that stopped working properly within the warranty period. He plans to write a claim letter to the company. Because he feels his request to have his espresso maker repaired at no cost is justified and will be granted, he should use ________. a. the indirect strategy b. the direct strategy c. a passionate appeal d. both direct and indirect appeals

Q: According to the functional perspective, a group's ___________ functions are those that support cooperative and harmonious relationships. A. relational B. task C. interdependent D. self-centered

Q: According to the functional perspective, specific interactions that focus on the job at hand are known as ____________ functions. A. transactional B. task C. social D. symmetrical

Q: In persuading the owner of your company to allow you to telecommute, which of the following illustrates an indirect benefit to the reader? a. The time I save commuting would be spent working on company business. b. Because I'll be working in my quiet home environment, my productivity will increase. c. Because I will not require an on-site office or company equipment, the company will experience a reduction in expenses. d. My working from home will reduce carbon emissions and help to protect the environment.

Q: Effective, ethical persuasion involves _______. a. the ability to coerce b. manipulation of others c. ignoring reasons for resistance d. allowing others to self-influence

Q: Summarizer and opinion seeker are examples of _________ functions. A. social B. solution C. task D. coercive

Q: "We seem to be repeating ourselves"; "At this point, we're supposed to be setting criteria, not proposing solutions"; "We've heard from only two members so far"; or "We forgot to complete our analysis of the survey results." These remarks illustrate the ______________ task function? A. diagnoser B. information seeker C. reality tester D. summarizer

Q: The best press releases ________. a. concentrate only on advertising a company's products b. emphasize the most important information by placing it near the end c. use the journalistic approach by answering the five Ws and one H in the first sentence d. focus on information that appeals to a target audience

Q: Two essential functional roles of groups are: A. official' and unofficial'. B. amateur' and professional'. C. voluntary' and coercive'. D. task' and relational'.

Q: Nicole wants to ask her boss if she can telecommute two days a week, but she's afraid her boss will oppose her request. What should she do first in her written request? a. Reduce resistance b. Gain attention c. Motivate action d. Build interest

Q: The "functional perspective" of group communication teaches that A. leadership must be performed only by designated leaders. B. the functions necessary for getting a job done can be shared among group members. C. social needs are not important to the group's productivity. D. influence can be possessed by only one person at a time.

Q: When price is an obstacle, the most effective sales messages reduce resistance by ________. a. mentioning the price right away to show that you have nothing to hide b. showing the price in smaller units c. not mentioning the price at all d. sending your readers to your competitors' websites to compare prices

Q: Which of the following statements about building interest in persuasive messages is most accurate? a. After capturing attention, a persuasive request must retain that attention and convince the audience that the request is reasonable. b. In a persuasive message, the section that builds interest should be no longer than one paragraph. c. Persuasive requests are likely to be shorter than direct requests. d. Indirect benefits are rarely successful in building reader interest.

Q: A member who develops powerful friends throughout an organization gains ________ power. A. coercive power B. reward power C. connection power D. referent power

Q: Heather wants to convince her supervisor to invest in new smartphones for the sales staff. What is the best thing Heather can do in her proposal? a. Tell her supervisor that the cost of the new smartphones is a good deal. b. Tell her supervisor how happy she and the others on the sales staff would be with new smartphones. c. Show how the smartphones will improve the ability of sales staff to stay in touch with clients, resulting in greater productivity and higher sales. d. Outline some of the features of the new smartphones.

Q: Hamid is a new employee who used to work for your most daunting competitor company. When you are designing an ad campaign, you interview Hamid to help you draft an accurate comparison of the two company's products. Hamid possesses ____________ power. A. information B. coercive C. reward D. referent

Q: Which of the following approaches to submitting a recommendation to your boss focuses on a direct benefit? a. Backing up your suggestions with facts and evidence. b. Emphasizing how your idea saves the company money. c. Stating your suggestions confidently and fairly. d. Anticipating reasons for resistance.

Q: Several students have formed a study group for their communication class. Although some students are communication majors with high grades, the member who has the most influence on the group is a fun-loving star player on the college basketball team. In this group, the basketball player possesses ________ power. A. coercive B. expert C. referent D. information

Q: Which of the following would be an effective persuasive technique for a manager attempting to persuade employees to take part in a wellness program? a. Telling employees that participation in suggested company programs is considered in promotion decisions. b. Making employees feel guilty for not using the benefit. c. Using warm words and a conversational tone. d. Organizing social events only for those employees participating in the program.

Q: Referent power is a function of A. a person's job title. B. the punishment a person can impose. C. a person's intelligence. D. the degree to which a person is respected.

Q: Alisha is writing a sales message to advertise the services provided by the day spa she manages. In the letter she mentions rest, relaxation, and spoiling oneself for the day. Alisha is using what type of appeal? a. Rational appeal b. Emotional appeal c. Dual appeal d. Logical appeal

Q: A coach of a football team has found that players comply with his rules and policies because they appreciate the way he sincerely praises their individual efforts in front of the team. This coach possesses ________ power. A. referent B. expert C. position D. coercive

Q: Drake completed a short course in computer technology during summer vacation. Now his parents' friends call him when they have questions about their personal computers. Drake has earned some ________ power. A. position power B. expert power C. reward power D. coercive power

Q: A successful persuasive message typically takes more space than a direct informational message.a. Trueb. False

Q: If your subordinates obeyed your orders because of your ability to hand out bonuses, which of the following forms of power would you be exerting? A. position power B. coercive power C. reward power D. connection power

Q: A local lending corporation supports the community would be an effective opening statement for a press release. a. True b. False

Q: Sooja, the vice president of Neo Systems, runs a tight ship and makes sure that her top management team does what she wants it to. If any member raises issues, she fires that member. Sooja exerts ________ power. A. coercive B. reward C. referent D. connection

Q: Rational appeals are generally appropriate when a product is expensive or important to health, security, or financial success. a. True b. False

Q: Coercive power is a function of A. a person's job title. B. the consequences a person can impose. C. a person's intelligence. D. the degree to which a person is respected.

Q: A claim message should close with a clear statement of what you want done (a refund, replacement, or credit to your account, for example). a. True b. False

Q: When Lucy, your manager's administrative assistant, tells you to sign and submit any paperwork to her immediately, you comply by the end of the day. Because Lucy is in charge of keeping the office files in order, she possesses _____________ power. A. position B. referent C. orderly D. connection

Q: In a sales letter promoting its new hybrid vehicle, a car company stated: Our new hybrid model will save you hundreds of dollars annually on gas. This sentence focuses on direct benefits. a. True b. False

Q: Effective lateral leadership refers to all of the following EXCEPT A. asking thoughtful questions. B. inviting others to challenge your thoughts. C. modeling constructive team behavior. D. taking charge of a team's decisions.

Q: Amanda is writing a claim letter about unsatisfactory service she received at a recent business dinner. She should enclose a copy of her restaurant receipt. a. True b. False

Q: If you want to become a group's emergent leader, you should AVOID A. attempting to outclass other participants. B. participating frequently in group conversations. C. providing relevant information. D. suggesting solutions to problems that are tough to solve.

Q: A manager who persuades employees to accept pay cuts because of low profits but fails to reveal executive bonuses is demonstrating unethical behavior. a. True b. False

Q: According to Bormann's "method of residues," potential candidates for emergent leaders are likely to remain in the running for leadership if they A. are flexible. B. are very quiet. C. are dogmatic. D. exhibit annoying behaviors.

Q: Social media are well suited for overt selling. a. True b. False

Q: A person who __________ is most likely to emerge as the leader of a group. A. doesn't say much B. is dogmatic C. cracks a lot of jokes D. helps the group succeed

Q: Managers trying to persuade employees should use words such as should and must to make their messages more powerful. a. True b. False

Q: Employees can increase their chances of having a high-quality relationship with their superiors by all of the following EXCEPT A. showing initiative. B. using a competitive language style. C. going beyond the official job description. D. taking responsibility.

Q: In the digital age, businesses have moved toward stricter corporate hierarchies and clearer lines of authority. a. True b. False

Q: According to Leader Member Exchange (LMX) theory, employees who have low-quality relationships with their superiors A. typically communicate in defensive ways. B. are treated as insiders. C. have high levels of satisfaction with their employer. D. receive coaching from their boss.

Q: Would you like to reduce your daily commute time? is an effective approach for the opening paragraph of a sales message. a. True b. False

Q: According to Leader Member Exchange (LMX) theory, employees who have high-quality relationships with their superiors A. typically communicate in supportive ways. B. are treated as outsiders. C. have low levels of satisfaction with the organization they work for. D. are subject to face-threatening acts and power games.

Q: The direct pattern is best when a past claim has been refused or ignored or if you anticipate reluctance to your claim. a. True b. False

Q: The Leader Member Exchange (LMX) theory teaches that A. leaders exchange perks for good performance from members. B. because time and energy are limited, every leader has some high-quality relationships with employees, and some low-quality relationships with other employees. C. an effective organization will exchange its worst leaders for new leaders each year. D. if employees exchange their poor communication habits for better communication skills, they will become leaders.

Q: Direct-mail (vs. e-mail) sales messages are shown to have higher customer response rates. a. True b. False

Q: According to Hersey and Blanchard's life-cycle theory, leaders should A. treat older members with more respect than they treat younger members. B. micro-manage, even with highly independent workers. C. manage all employees the same way. D. use a directive, task-oriented approach with members who aren't yet ready to work independently.

Q: The first step in planning a persuasive message is determining the purpose. a. True b. False

Q: According to Fred Fiedler's comparison of task-oriented versus relationship-oriented styles, the best choice of leadership in a given situation depends on A. members' ages, members' genders, and the leader's level of experience. B. the type of organization, the purpose of the group, and the size of the group. C. leader-member relations, task structure, and the leader's power. D. whether the group is for-profit or not-for-profit.

Q: An effective press release aims to appeal to a wide audience rather than focusing on a targeted audience. a. True b. False

Q: Kat is the coach of a high school gymnastics team that has been extremely successful over the past 12 years. Her leadership varies, depending on the nature of the task confronting the athletes. When they must do something they don't want to do, she exerts position power by using an autocratic style. But, when the goal is just to have fun, she allows the team to have as much say as possible. Kat manages from a _________ perspective. A. trait B. contingency C. laissez-faire D. leadership emergence

Q: In a practical sense, effective persuasion shows how you can help solve a problem or make life easier for your audience. a. True b. False

Q: A contingency approach to studying leadership A. recognizes that there is not just one best approach; the context determines which approach will work best in any given situation. B. found that in favorable settings, laissez-faire works best. C. found that in unfavorable settings, laissez-faire works best. D. recommends a democratic style of management.

Q: Businesses should send e-mail marketing messages only to recipients who have given permission. a. True b. False

Q: According to research on contingency approaches, which leadership style is most effective? A. democratic B. authoritarian C. laissez-faire D. The most effective leadership style varies according to several factors, such as the task, the relationships, and the power of the leader.

Q: Anticipating resistance from your audience is unnecessary for most persuasive messages. a. True b. False

Q: According to Blake and Mouton's leadership grid, a leader who uses an "authority compliance" form of management would typically A. focus on maintaining satisfying relationships among team members. B. exert minimal effort and let members work on their own. C. emphasize commitment and trust, thus accomplishing results. D. seek efficiency, placing little emphasis on members' individual and relational concerns.

Q: Persuasive techniques in the digital age involve the use of flattery, empathy, nonverbal cues, and likability appeals. a. True b. False

Q: A "laissez-faire" manager A. is democratic. B. coerces employees into doing what she wants them to do. C. yields leadership to the group, so that members function as a collection of equals. D. invites members to help make decisions.

Q: To receive complimentary breakfast each morning of your stay, please complete your booking by April 30 effectively motivates action in the closing of a sales letter. a. True b. False

Q: The style approach to leadership explored which style of leadership was the most effective. According to research, the most effective leadership style is the ________________ style. A. democratic B. laissez-faire C. authoritarian D. Research shows that no one style is always more effective.

Q: AIDA applies to persuasive messages that are written using a direct organizational strategy. a. True b. False

Q: The "style approach" to studying leadership explored A. the impact of a leader's communication method on the group's effectiveness. B. inborn traits of leaders. C. conditions that might require different types of leadership. D. functional leadership.