Q&A Hero

Q: What do most companies do first to control damage when a problem arises? a. Consult the company's legal counsel. b. Call or e-mail the individual involved. c. Write a letter to the individual involved. d. Ignore the problem if it is unlikely to happen again.

Q: An exit interview assesses statistical data gathered from large groups of people.

Q: Asking yourself whether what you have written is too blunt or too subtle is an example of ________ your message. a. editing b. proofreading c. evaluating d. composing

Q: Which of the following is NOT a guideline mentioned in your text for ethical behavior during the interview process? A. The interviewer should only make promises she is able to keep. B. The interviewee should try to participate in as many interviews as possible, even if she isn't really interested in the job, so she can get practice interviewing. C. The interviewer should treat the interviewee with respect. D. The interviewee should not exaggerate her credentials.

Q: Which of the following sentences uses the passive voice to present the bad news? a. We are unable to interview you for the social media specialist position at this time. b. Although we were impressed with your application, we have no positions available at this time. c. Although the social media specialist position has been filled, we wish you well in your job search. d. We are not hiring at this time, even though we are impressed with your credentials.

Q: All of the following are guidelines for ethical behavior for interviewers except: A. If you learn about an interviewee's personal problems during an interview, you should disclose this information as soon as possible to your boss. B. Avoid making a commitment, if you think you won't be able to honor it. C. Let the interviewee know ahead of time if you plan to record the session. D. Disclose to the interviewee how the information gathered from the interview will be used.

Q: The most important part of a bad-news letter is ________. a. a good buffer that starts the letter positively b. the professional letterhead on which it is printed c. a closing that ends the letter on a positive note d. the section that explains the reasons for the bad news

Q: Which of the following is NOT a rule for ethical behavior for interviewers? A. Do not disclose confidential information (except to those who must know in order to make the hiring decision) without first obtaining the interviewee's permission. B. Use questions that are designed to help the interviewee feel comfortable and do well in the interview. C. Do not ask an interviewee to discuss mistakes he has made on the job. D. Do not attempt to make a job offer unless you are certain that the company will back that offer.

Q: ________ is the term referring to abusive language that may result in a lawsuit. a. Careless b. Actionable c. Legal d. Direct

Q: Which of the following is NOT suggested by your text concerning ethical behavior during interviews? A. Because an employment interview may become part of an ongoing workplace relationship, failing to act ethically during the interview could disadvantage you in the long term. B. Behaving ethically will serve you well in future interactions. C. Behaving unethically in interviews could leave you with a poor reputation. D. It is permissible to ignore a few ethical guidelines if it makes the difference between getting a job or not.

Q: Which of the following is normally a lawful question to ask DURING an employment interview (not as verification submitted after employment)? A. "Which years did you serve in Vietnam, and what type of discharge did you get?" B. "If the company pays for additional schooling, what courses would you like to take?" C. "How did your parents come to this country?" D. "What is your date of birth?"

Q: Which of the following is an appropriate statement when saying no to job applicants? a. Other candidates were much more experienced with the social media tools that are used in our organization. b. We appreciate your interest in our company and wish you every success in your job search. c. I am sorry to inform you that you were not selected for the position of social media marketing coordinator. d. Even though you were a top candidate for the position, we're sorry to say that someone else was selected.

Q: A "BFOQ" is A. a polite form letter sent to job candidates to let them know they were not selected for the job. B. a type of rsum that is scanned by computers. C. a type of performance appraisal that focuses on behavior, fundamentals, occupational requirements, and quotas. D. a type of question that is legally permissible in a job interview because it focuses on job-related factors.

Q: The important steps in announcing price hikes or rate increases are explaining the reasons and hooking the increase to _______. a. benefits b. company profitability c. community need d. employee wellness

Q: Brent is being interviewed for a position as a medical technician at UXM Technologies. Near the end of the interview, the interviewer asks, "Do you have any questions for me?" Which of the following questions would be a good choice for Brent to ask? A. "How much vacation time will I get during the first year?" B. "Will you pay for my uniforms or do I need to pay for them myself?" C. "I've read that UXM focuses on teamwork. What qualities have you found to be most helpful for an ideal team player?" D. "Do you mind if I arrive late on snowy days?"

Q: Which of the following statements is an example of resale in the closing paragraph of a bad-news message? a. The product you ordered is no longer in stock. b. You chose our best-selling model. c. We are happy to send you an alternative product. d. Because we are out of the product you ordered, we are referring you to our competitor.

Q: All of the following represent good advice for an interviewee involved in an employment interview except: A. Before the interview, write out some potential interview questions, and rehearse your answers out loud. B. Give answers that last more than five minutes each, so you can impress the interviewer with your knowledge. C. Avoid asking questions about salary, benefits, or vacation time. D. After the interview, send a thank-you letter to your interviewer, whether or not you expect to get the job offer.

Q: Youre not sure how your reader will react to the bad news you will be delivering. What should you do? a. Organize the bad-news message using the direct strategy. b. Organize the bad-news message using the indirect strategy. c. Send the bad news via e-mail. d. Call the reader to confirm what her reaction will be before writing the message.

Q: The "PAR" approach refers to A. "prepare," "answer," and "review." B. "personality," "appearance," and "references." C. a method of backing up your interview answers with evidence. D. an honesty test that is frequently administered to potential job candidates.

Q: In an employment interview, which of the following would be the best answer to the question, "What is your greatest weakness?" A. "I eat too much chocolate." B. "I hate to sound so sure of myself, but I've been a receptionist for so many years that I don't think I have any weaknesses as far as this job goes." C. "I had some troubles in my last job, but they were all caused by my boss, who was such a micro-manager." D. "Sometimes I tend to be too much of a perfectionist, so I'm hesitant to let my subordinates work without close supervision. But I know it's important to let them have autonomy, so I'm learning to give them more chances to work independently."

Q: Although I am unable to speak to your class next month, I sincerely appreciate your invitation effectively positions the bad news by placing it in a subordinate clause.a. Trueb. False

Q: Choose the best answer to the interview question, "Why should we hire you?" A. "I understand from your website that your most popular product is Zanos. I've been using Zanos for three years now. I've shown several of my friends how effective it is, and now they're buying it, too. With my knowledge of the product and my enthusiasm for it, I can be a sincere and valuable sales rep." B. "I really need the money." C. "I just completed my Associates Degree, and I'm ready to work." D. "I am a hard-working, motivated, people-person."

Q: All of the following are typical mistakes of candidates in employment interviews EXCEPT A. appearing interested in the company's success B. answering their cell phone during the interview C. talking negatively about previous employers D. dressing inappropriately.

Q: To be actionable (likely to result in a lawsuit), abusive language must be false. a. True b. False

Q: Which of the following does NOT influence the rating a candidate receives in a job interview? A. the interviewer's mood B. the time of day when the interview occurs C. whether the candidate pronounces the interviewer's name correctly D. Any of these factors can influence a candidate's rating.

Q: Priscilla must turn down a request for a charitable contribution, and shes not sure how her reader will respond. She should, therefore, use the direct strategy for her message. a. True b. False

Q: One survey indicates that the leading factor shaping interviewers' initial impressions of the candidates is A. the appearance of the rsum. B. the clothing the candidate wears to the interview. C. the candidate's eye contact during the rapport stage of the interview. D. the firmness of the candidate's handshake.

Q: You cannot be prosecuted for transmitting a harassing or libelous message if you post it to a social networking site such as Facebook or Twitter. a. True b. False

Q: A probable result of thinking constructively about the chance to participate in an interview is A. increased anxiety during the interview. B. overconfidence. C. planning ahead to think of ways to handle the upcoming challenges. D. negative self fulfilling prophecies.

Q: The reasons for refusing credit should always be clearly explained. a. True b. False

Q: Company policy does not allow us to give cash refunds effectively explains why a writer's request must be refused. a. True b. False

Q: An example of a behavioral job interview question is: A. "Tell us about a time when you had to fire someone and how you handled it." B. "Where do you see yourself ten years from now?" C. "Would you prefer to work at our West Coast or our East Coast location?" D. "Who is your favorite mentor, and why?"

Q: Smart businesses rely on customer reviews posted on their company websites rather than those posted on social networks. a. True b. False

Q: Chinda has been invited to a job interview that will be conducted in a behavioral format. She is changing career fields, so she has little specific work experience relevant to the position she is applying for. What should she do? A. Ask if she can have an audition interview instead. B. Decline the interview. C. Look for sample answers on the Internet and memorize them. D. Think of ways to explain how her prior accomplishments are relevant to the job she is seeking

Q: You enter the interview room and sit down before a group of eight interviewers, each of whom will ask you two questions. This interview is being conducted in a(n) ________ format. A. panel B. stress C. audition D. work team

Q: Because Alexis knows her staff well, she should deliver all bad-news messages to them using the direct organizational pattern. a. True b. False

Q: The following statement represents the most effective approach in offering an alternative: Although we do have a one-bedroom apartment available, we dont have the two-bedroom apartment that you requested. a. True b. False

Q: During his employment interview, Chen was asked several times to describe challenges he had encountered on his last job and to explain how he handled them. Chen was experiencing a(n) ________ interview. A. panel B. audition C. experiential D. behavioral

Q: Sheila was interviewing for her first job as a kindergarten teacher. Her interviewer took her into a kindergarten class and asked her to take over as the teacher for 20 minutes. Sheila was experiencing a(n) _________ interview. A. panel B. audition C. behavioral D. stress

Q: When you work for an organization, your words, decisions, and opinions are assumed to represent legally those of the organization. a. True b. False

Q: A customer's demand for a full refund is an example of a claim. a. True b. False

Q: All of the following except ___________ should be included in the cover letter you send to an organization along with your rsum. A. your specific purpose for writing B. objective evidence that proves how you can help the company C. two very specific times and dates when you are available for an interview D. a cordial expression of gratitude

Q: When you have negative news to deliver, one of your first considerations is how the message will affect its receiver. a. True b. False

Q: Which of the following should NOT be included in the cover letter you send to an organization along with your rsum? A. a description of your ability to meet the needs of the company B. highlights about one or two of your accomplishments relevant to the specific job you're applying for C. a request for an interview D. a list of all your major accomplishments

Q: Which of the following elements is NOT suggested by the text as an effective method for contacting potential employers? A. Send a unique cover letter along with your rsum to each company you apply to. B. Send rsum s to every company in the area. C. Develop a personal network. D. Conduct background research.

Q: We cannot allow you to return the iPad since you purchased it over 30 days ago effectively uses the passive voice to deliver the bad news. a. True b. False

Q: Which of the following activities is NOT identified in your text as a recommendation for conducting background research prior to an employment interview? A. taking classes relevant to jobs that sound appealing to you B. cold-calling companies to ask about openings C. talking about jobs with people who can tell you more about your chosen field D. doing Internet research on organizations you're interested in

Q: Ethan has already written three letters to a customer whose account is now several months past due. His fourth letter to the customer should use a direct pattern. a. True b. False

Q: All of the following are recommended ways to manage your online profile EXCEPT A. Un-google yourself. B. Clean up your digital dirt. C. Use a clever email nomiker, such as "[email protected]." D. Edit your Facebook site to show a professional image.

Q: You should avoid apologizing in a negative-news message because doing so admits fault or responsibility. a. True b. False

Q: Often, the person who gets the job offer is the person who A. knows the most about how to get hired. B. has the longest employment history. C. sends out the most rsums. D. has the most technical skills.

Q: An important goal when delivering negative-news messages is to maintain friendly relations with the receivers and to regain their confidence. a. True b. False

Q: According to a recent survey, which of the following is the most important in shaping a hiring decision? A. grade-point average B. extra curricular activities C. ability to communicate effectively D. work experience

Q: A good technique for de-emphasizing negative news is to place it at the end of a paragraph. a. True b. False

Q: All of the following activities EXCEPT __________________ will distinguish you as a professional, serious person, worth the interviewee's time and effort. A. sending emails or letters that contain spelling and/or grammar errors. B. giving your interviewee in advance a list of topic areas and questions you hope to cover. C. following up with a second letter e-mail or phone call to confirm your interview. D. sending a letter of thanks after the interview.

Q: Because we value loyal customers like you, we have enclosed a coupon for $20 for your next meal at The Cheesecake Factory is an effective closing statement for a negative-news message. a. True b. False

Q: Which of the following should NOT be included in your written request for an informational interview? A. Introduce yourself in writing. B. Point out that you would eventually like to be employed by this person or at their company. C. List several times when you could be available for a meeting. D. Promise that you will be making a follow-up telephone call.

Q: Because bad news can be difficult for a reader to accept, it should always be delivered using the indirect method. a. True b. False

Q: Which of the following is recommended as an effective method for getting in touch with a person you want to interview, even if they are well guarded by a gatekeeper? A. Make your first contact by telephone. B. Phone during regular business hours. C. Announce a specific time and place for the interview and stick to it. D. Ask the gatekeeper to help you.

Q: Online customer complaint sites are losing momentum because customers no longer feel that they are heard. a. True b. False

Q: Giving unhappy customers a chance to cool down is important, so companies should wait a few days to respond to a complaint. a. True b. False

Q: Why would an important person in an organization be willing to be interviewed by you, a mere student? A. Many successful people want to help others, just as they have been helped. B. If you've made contact through a referral, your interviewee will be helping the person who referred you. C. The interviewee may be flattered that you asked for an interview. D. All of the above are reasons why an important person in an organization would be willing to meet with you.

Q: Employment rejection letters should provide the specific reasons the candidate was not selected. a. True b. False

Q: According to the text, in developing personal networks to discover job contacts, __________ are often most helpful. A. close friends B. close relatives C. associates who are not relatives or close friends D. personnel departments of major corporations

Q: You should always state a refusal explicitly in a negative-news message to make sure that it is not overlooked. a. True b. False

Q: Three purposes of a career research interview are to A. get references, get referrals, write your rsum. B. be remembered, prepare a rsum, get references. C. read, remember, write. D. conduct research, be remembered, get referrals.

Q: When organizations are involved in a crisis such as serious financial problems or public controversy, they should share relevant news with their employees before informing the public. a. True b. False

Q: The majority of new job hires obtain their employment offers through A. Web-based employment sites. B. advertisements. C. sending mass mailings of their rsum s to Human Resource departments. D. personal contacts.

Q: Communication is unethical when the sender has the intent to deceive. a. True b. False

Q: The first step in conducting an information-gathering interview is to A. choose the right interviewee. B. define your interview goals. C. conduct pre-interview research to gain background information. D. write the interview questions.

Q: A good way to begin a negative-news letter to a faithful customer is to show appreciation for the reader's business. a. True b. False

Q: Three types of interviews identified by your text as essential for almost every occupation are A. information-gathering, career research, and employment. B. disciplinary, survey, and performance. C. career research, performance appraisal, and exit. D. information-gathering, diagnostic, and career.

Q: A goal in conveying unfavorable news in writing should be to make the receiver call or write back to clarify the message, allowing the writer to explain further. a. True b. False

Q: The functions of an effective interview closing are to ____________________. A. control and focus the conversation B. use primary questions, secondary questions, and paraphrasing C. review the outcome of the interview; establish future actions; and conclude with pleasantries D. listen actively, summarize answers, and probe for more information

Q: The most important part of a negative-news message is the section that explains the reasons for the bad news. a. True b. False

Q: Josh was being interviewed for a new position at an advertising firm. The interviewer asked questions for forty-five minutes. She then explained to Josh that the top three interviewees would be called back for a second interview. The interviewee's explanation of future actions represents the ____________ phase of an interview. A. probing B. orientation C. motivation D. closing

Q: Indicate whether the statement is true or false.The closing of a bad-news message should reiterate the apology so that you seem sincere.a. Trueb. False

Q: Which of the following is the responsibility of the interviewee? A. Control and focus the conversation. B. Use secondary questions to probe for important information. C. Cover your own agenda. D. Glance at your watch frequently to be sure you aren't talking too long on any one topic.

Q: Although e-mail is effective for both internal and external communication, many important messages still call for letters. Identify four situations calling for business letters and provide a workplace example of each.

Q: In most cases, interviewees should not A. make corrections if the interviewer has misunderstood their meaning. B. evade the interviewer's questions. C. try to cover their own agendas. D. give detailed answers.