Q&A Hero

Q: Devon is welcoming a new customer to his company's accounting services. How should Devon contact this customer? a. E-mail b. Text message c. Phone call d. Letter

Q: Which of the following is true about the interaction that occurs during a formal interview? A. At least one person has a serious, predetermined reason for participating. B. The conversation does not have a specific purpose. C. All participants know the questions ahead of time. D. All participants know the responses to the questions ahead of time.

Q: The most emphatic positions in a message are the ________. a. opening and body b. body and closing c. body and attachments d. opening and closing

Q: According to your text, which of the following is NOT true about interviewing? A. At least one party has a predetermined reason for participating. B. An interview is less structured than a typical conversation. C. Conversation is directed toward a predetermined goal. D. The interviewee typically does about 70 percent of the talking.

Q: Of the following questions, which one should you ask yourself first as you begin to prepare a message? a. What channel should I use? b. How can I impress my reader? c. Do I really need to write this e-mail, memo, or letter? d. How can I save my reader's time?

Q: Your text identifies several characteristics that showcase an interview as a special kind of conversation. Which of the following is NOT a special characteristic of interviews? A. It has a predetermined purpose, at least for one of the parties involved. B. There is an element of control, because one of the parties directs the flow of conversation toward a goal. C. Only two people will participate. D. The focus is on questions and answers.

Q: A business letter is a better channel choice than e-mail when ________. a. the matter requires confidentiality b. you want to be less formal c. time is of the essence d. you are writing to an internal audience

Q: If a company conducts focus-group interviews with consumers to discover desired improvements for a product, which type of information-gathering interview are they performing? A. investigative B. diagnostic C. research D. exit

Q: Which of the following is the best example of a situation justifying a straightforward claim? a. The transmission in your car gave out after the warranty period. b. A shipment arrived two weeks after it was promised. c. You were charged a late fee for paying a bill late. d. You are seeking a price adjustment for an item you purchased last month at full price but is now on sale.

Q: Kio was injured while performing a safety inspection at the chemical plant he worked for and was taken to the emergency room. The doctor asked him a number of questions about his injuries to determine the proper course of action for treatment. According to the text, which of the following types of information-gathering interviews did Kio's doctor perform? A. diagnostic B. research C. survey D. exit

Q: What is the most accurate statement about direct claim and complaint messages? a. Straightforward claims are those in which persuasion will be necessary to convince the reader that your claim is valid. b. If you have a complaint, youll get the best results if you vent your complaint online using social media such as Facebook and Twitter. c. Letters establish a record of what happened more convincingly than other communication channels. d. You should not expect a company to respond positively, so you should begin by demanding action.

Q: Interviews that gather information from large samples of people in order to learn about customers' preferences are called ____________ interviews. A. journalistic B. survey C. diagnostic D. research

Q: The body of a routine message that requests information or action should ________. a. present details that explain your request b. request action from the reader c. give any deadline dates d. reveal for the first time why you are writing

Q: Avoiding pretentious, formal, or flowery language is the best way to ensure that your goodwill message is ________. a. selfless b. specific c. sincere d. short

Q: All of the following are typical types of workplace interviews EXCEPT A. diagnostic interviews B. investigative interviews C. exit interviews D. portfolio interviews

Q: Gianna is writing an e-mail message to a company to ask about its software for removing malware (malicious software) from her company's network. Which is the best opening statement for her message? a. I read about your new malware removal program on TechnologyReview.com. b. Our company has recently become the victim of malware, and I have been assigned to do something about it. c. Please answer the following questions about your new malware removal program. d. I am hoping you will be able to provide more information about one of your new products.

Q: Identify at least three ethical considerations the interviewer should bear in mind, and at least three ethical considerations the interviewee should bear in mind. Next, explain why these considerations are important. Do you believe these ethical considerations are frequently violated? If so, why? If not, why not?

Q: Which of the following is most accurate about sending goodwill messages via e-mail? a. You should send a goodwill message via e-mail only if you do not know the receiver personally. b. E-mail is best for messages of sympathy. c. Handwritten notes for goodwill messages are the most impressive and lasting. d. Handwritten notes are often viewed as intrusive and impersonal.

Q: What topics are generally illegal to ask about in a selection or an employment interview? Why are these topics considered illegal? What criteria should be used to determine if a question is legal or illegal in a specific interview?

Q: Writing for social media ________. a. does not require close proofreading because it is informal b. requires you to consider only external audiences c. shines a close light on your writing skills and can affect your career d. is completely different from writing traditional business documents

Q: Identify several job interview formats you might encounter. What challenges does each format present? How would you prepare for each?

Q: Diana is in charge of telling employees about a new procedure for submitting expense claims. Many of her employees do not have access to company e-mail. What communication channel should she use? a. Text message b. Memo c. Phone call d. Letter

Q: Assume you are in the middle of an employment interview for an administrative assistant's job. You've been a stay-at-home dad (or mom) for the past 10 years, but during the last 2 years you completed an online training program with high grades. During the interview, the interviewer states, "I see you've been at home for 10 years with no real organizational experience." Write an answer in the first person that demonstrates your ability to turn this negative perception into a positive one.

Q: What are the five common categories of questions asked during an employment interview? Explain why each of these is important to the interviewer and the company she or he represents.

Q: In writing adjustment messages to customers, your goal should be to ________. a. avoid admitting an error b. regain the confidence of the customer c. ensure that the customer posts a positive online review d. issue a formal apology

Q: Imagine you are preparing for a job interview. Identify the type of job you are applying for. Describe what attire you would select, and explain how you would prepare to answer questions you might be asked.

Q: Because customers are already upset, the language of adjustment messages should be particularly ________. a. adamant b. sensitive c. negative d. vague

Q: You must ask a series of questions in a routine request e-mail message. What is the best way to present these questions? a. In a paragraph in the body of your message b. In a separate attached document c. In a bulleted or numbered list in the body of your message d. In the closing paragraph of your message so that they're not overlooked

Q: Imagine that you will be conducting an information-gathering interview to learn about a career you're interested in pursuing. Identify the career. List two topics you'd like to explore. For each topic, write three open-ended primary questions you'd like to ask your interviewee.

Q: Identify and explain the three purposes of the career research interview.

Q: Kevin is writing a routine e-mail request that he believes will be received positively. The main idea or purpose of his message should be placed in ________. a. the body b. the opening c. the closing d. an attachment

Q: Will has decided to write a letter to a local law firm to ask about summer internship opportunities. What should he do first? a. Prepare the rough draft. b. Look up the company's address. c. Decide how he will encourage feedback. d. Analyze the purpose of the letter and the reader.

Q: Imagine you are about to conduct a career research interview. Explain how you would select an appropriate interviewee, contact the person to set up an appointment, and follow up with the person after the interview.

Q: The body of a direct claim letter should ________. a. offer a sincere compliment or point of agreement b. show that you are angry about the situation so that you will be taken seriously c. explain the problem and justify your request d. summarize your action request

Q: Identify several types of information-gathering interviews. In what situations would you use each type? What are the goals of each type? How would you arrange the setting to achieve each goal? What types of questions would you use?

Q: Which of the following is the best statement to include in a goodwill message? a. You must be so excited. I remember how I felt when I finally earned my master's degree. b. Wow, you finished your master's. Awesome! c. Good luck in the future. d. Warmest congratulations on earning your MBA. Your hard work will certainly pay off for you.

Q: What elements should be included in an effective closing for an interview? Explain the importance of each element, and give an example.

Q: The opening of a direct claim letter should ________. a. explain the problem in detail and justify your request b. express anger to show the reader that you are serious c. open with a clear statement of the problem or with the action you want the receiver to take d. remain vague to allow the reader to decide on a remedy for the problem

Q: Explain the three steps an interviewer should take when opening the interview. What goals should the interviewer accomplish in each of the steps?

Q: What is the best advice for writing the body of a routine request message? a. Avoid using graphic devices such as lists or headings because they might confuse the reader. b. Remember that the quality of the information obtained from the request depends on the clarity of your inquiry. c. Make sure that the body is no longer than one paragraph. d. Use the reader's name several times in the body to personalize your message.

Q: Identify the three main stages involved in conducting an interview. What should take place in each stage?

Q: ________ establish rules of conduct to be followed within an organization. a. Instruction messages b. Policies and procedures c. Grievances d. Claims

Q: A disgruntled client has begun leaving negative comments about your firm on its Facebook page. What should you do first? a. Ignore the comments. b. Determine whether the comments violate your established social media comment policy. c. Delete the comments immediately. d. File a lawsuit against the client.

Q: Identify five different kinds of questions used in interviews. Explain each one in terms of its purposes and uses as well as the goals this type of question can help an interviewer attain.

Q: You are a student attending a college fair. You plan to interview a recruiter from one of the colleges to find out if the school offers what you want. List at least two topics you would ask about. For each topic, write at least three quality primary questions you could ask. Add at least two secondary questions. Label each question as open or closed; factual or opinion; and direct or indirect.

Q: Yolanda booked a hotel through an online booking site. Her accommodations were not as the website described. Although she stayed in the hotel, she was dissatisfied and believes that the booking site is at fault. The best way for Yolanda to communicate her unhappiness with the accommodations would be to ________. a. write a memo to someone in charge at the website where she booked her hotel. b. send an e-mail message to someone in charge at the website where she booked her hotel. c. place negative comments about the booking site on as many social media sites as possible. d. write a letter to someone in charge at the website where she booked her hotel.

Q: Deadlines and action information should be placed in the ________ of a routine request message. a. introduction b. body c. closing d. subject line

Q: Identify three possible interview structures, and explain the advantages and disadvantages of each one.

Q: During the third phase of the 3-x-3 writing process, Stephen asks himself the following questions about his message: Are the ideas understandable? Have I used plain English and familiar words? If the message is passed on to others, will they need further explanation? In asking these questions, he is evaluating his message for ________. a. correctness b. tone c. clarity d. goodwill

Q: Describe the steps suggested in the textbook for planning an interview.

Q: Which of the following is the best closing sentence for a message requesting information? a. Thank you in advance for your cooperation. b. Your answers to these questions by April 30 will help us decide which product to purchase. c. Thank you. d. If you have any questions, please do not hesitate to call me.

Q: How does interviewing differ from other types of interpersonal communication situations?

Q: It is acceptable for the interviewee to stretch the truth if the facts would cast him or her in a poor light.

Q: The majority of your writing on the job will involve ________. a. negative messages b. routine, positive messages c. persuasive messages d. entertaining messages

Q: It is ethical for an interviewer to make a promise with little intention to keep it, because he is not likely to see the interviewee again. FALSE

Q: What should you do in the body of an adjustment letter? a. Explain who specifically is to blame for the problem. b. Explain how you are complying with the claim. c. Promise the customer that the problem will never happen again. d. Issue a formal apology even if the company is not at fault.

Q: Ashraf accidentally drops Ceil's favorite glass vase, which crashes into fragments on the kitchen floor. Ceil screams, "You clod!" Ashraf retorts, "I didn't drop it on purpose, you witch!" This conflict is focusing on A. the topic at hand. B. the process. C. ego/identity issues. D. reparation.

Q: In the closing of an instruction message, you should try to show the ________ the organization or individual will receive by following the instructions. a. recognition b. benefits c. profit d. products

Q: Reinhardt wants to keep the thermostat set at 65 degrees in the winter, while his roommate Peter wants to keep it set at 74. This conflict is primarily about A. the topic at hand. B. the process. C. relational issues. D. ego/identity issues.

Q: Which of the following is the best closing for a straightforward claim letter? a. Thank you in advance for your consideration in this matter. b. Please credit $36 to my account by December 31, when my next billing cycle begins. c. If I don't get a refund by December 31, I will contact my attorney. d. I look forward to having this adjustment made as soon as possible.

Q: Which of the following statements best describes job-related conflicts? A. Conflicts should be avoided as much as possible at work. B. Conflicts occur most frequently among less-intelligent employees. C. Conflicts occur more frequently between managers and subordinates than between employees of equal authority. D. Whether a conflict diminishes or improves organizational effectiveness depends on how the conflict is handled.

Q: What is the most accurate statement about posting complaints online? a. Letting off steam makes other consumers respect you and ensures that you'll get a reply from the company. b. Social media posts can make complainers seem irrational. c. Anonymous complaints made online cannot be tracked to the writer. d. Your comments should be long to get the attention of readers.

Q: The text outlines a number of channels for dealing with sexual harassment. All of the following are mentioned as possible responses except A. Keep a detailed record of the harassment incidents. B. Write a personal letter to the harasser, asking them to stop. C. Ask a trusted friend to intervene. D. Start telling your co-workers some nasty gossip about the offender.

Q: Vanessa is about to begin the second phase of the 3-x-3 writing process as she works on a letter to her clients. What will she do first in this phase? a. Analyze the purpose of her letter. b. Collect any necessary information. c. Proofread her first draft. d. Compose the first draft of the letter.

Q: Sexual harassment A. may be initiated by men or women. B. is unpleasant but not actually illegal. C. was never noticed by women in the workplace before 1964. D. involves only overt sexual behavior.

Q: Anticipating future business is an effective way to ________ in the closing of an adjustment message. a. ignore the customer's frustration b. meet your sales quotas c. express confidence that the problem has been resolved d. apologize sincerely

Q: Where should you place the main idea in a business letter that you expect to be received positively? a. The last sentence b. The closing paragraph c. The first sentence d. Midway through the body

Q: Various forms of sexual harassment can exist in any work setting. If Tony expected sexual favors from Judith in return for a promotion to assistant coordinator of the sales division, which type of sexual harassment would be involved? A. sexual initiation B. quid pro quo C. work-environment hostility D. This is not a form of sexual harassment.

Q: Which of the following is the best opening for a straightforward claim letter? a. I have been a loyal customer of your restaurant for many years. b. Please credit my Visa account for $36, the amount I was overcharged on November 8. c. I was extremely disappointed to be overcharged on my dinner bill. d. I will not be returning to your restaurant unless you credit my Visa account immediately.

Q: "Quid pro quo" sexual harassment A. occurs when an employee's continued employment depends on their willingness to grant you sexual favors. B. is a problem that exists only in people's imaginations. C. is the legal term for the punishment meted out to someone accused of harassment. D. occurs when an employee experiences an offensive work environment, such as being stared at in a blatantly sexual way.

Q: When developing the tone for a claim letter, ________ . a. assume that the person reading your message is directly responsible for the problem b. realize that heightened emotion will be necessary to get what you are hoping to receive c. remember that smart businesses know that retaining a customer is far less costly than recruiting a new one d. avoid attempts at goodwill so that you sound more authoritative

Q: If you are the victim of a bully, one response that is never advisable is to A. avoid the bully. B. consider whether you might have unintentionally acted in a way that aggravates the bullying. C. rationalize that you deserve the abuse. D. confide in a trusted and influential co-worker.

Q: Your response to a congratulatory note or other goodwill message ________. a. is frowned upon because it extends the conversation unnecessarily b. is equivalent to saying You're welcome when someone has said Thank you c. should further detail your hard work and good qualities d. should suggest that you don't deserve the praise or attention

Q: Most bullies A. move on to hassle new targets, after their initial target quits or is fired. B. stop bullying once they know their victim feels frustrated. C. are silenced by the boss before they can do much harm. D. don't succeed in making others look bad.

Q: For which of the following situations would a business letter be more appropriate than an e-mail message? a. Requesting information about a product b. Replying to a customer's e-mail asking about available shipping methods c. Soliciting donations for a community charity event d. Telling all employees how to purchase parking permits

Q: Strategies used by bullies include all of the following EXCEPT A. controlling the resources that lead to success B. presenting concrete examples of ways a subordinate can improve their performance C. making threats D. setting deadlines that are impossible to meet

Q: Which of the following is the best opening sentence for a direct response message? a. Here are the answers to the questions you asked about our banquet facilities. b. Thank you for your e-mail message of March 25. c. We look forward to helping you with all of your banquet needs. d. Your e-mail of March 25 was forwarded to me.

Q: How can you best show respect for individuals' rights to pursue their own chosen approaches to spirituality in the workplace? A. Open each staff meeting with a few moments of silent prayer. B. Encourage employees to display religious symbols on the office bulletin boards. C. Visit your co-workers' offices during lunch and share your religious pamphlets with them. D. When others practice a religious belief that makes you feel uncomfortable, remove yourself from the situation without voicing your judgment about their belief.

Q: All of the following could be examples of uncivil communication EXCEPT A. an insensitive joke. B. a false rumor. C. withholding information. D. telling a subordinate his or her behavior needs improvement.

Q: Which of the following is the most effective subject line for a routine response message? a. This is a reply to your April 16 e-mail message. b. Reply to Your E-Mail Message c. Your June 5 Inquiry About Barcelona Travel Packages d. URGENT!!