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Q:
What are the advantages of a workplace in which the dignity of workers is affirmed?
Q:
Those who fake their identity, provoke skirmishes, and disrupt discussions on social media are known as _______.
a. influencers
b. monitors
c. echoers
d. trolls
Q:
Which of the following is not a standard guide word used in e-mail messages and memos?
a. TO:
b. FROM:
c. RESPONSE:
d. DATE:
Q:
When parties are brainstorming potential solutions for a win-win negotiation, they should evaluate each solution as soon as it is suggested.
Q:
Which of the following is a similarity in e-mail messages and memos?
a. Both usually carry sensitive information.
b. Both are used only for internal messages.
c. Both generally close with action information, a summary of the message, or a closing thought.
d. Both should be limited to two paragraphs.
Q:
When you are preparing to participate in a win-win negotiation, it is advisable to prepare your statement of your goals ahead of time and even to practice stating it.
Q:
Jeff is starting a new business blog and wants to be able to compete with established blog sites. He has asked for your advice. What should you tell him?
a. Choose one topic and stick with it to give your blog stability.
b. It is better to post long messages infrequently than to post short messages frequently.
c. Avoid providing links to other blogs.
d. Use a commercial hosting site such as Blogger, Tumblr, or WordPress.
Q:
Successful negotiators focus on the means of achieving a goal, not the goal itself.
Q:
The portability of podcasting _______.
a. makes it ineffective for employee training
b. makes it an expensive tool for businesses to use
c. gives users the flexibility to multitask
d. is a disadvantage for most users
Q:
Successful negotiators prepare for a negotiation ahead of time by distinguishing their means from their ends.
Q:
Which statement provides the best advice about instant messaging and texting on the job?
a. Maintain one contact list for both professional and personal contacts to simplify things.
b. To use instant messaging and texting most efficiently on the job, make yourself available at all times during working hours.
c. Use ample jargon, slang, and abbreviations to make your instant messages and text messages as short as possible.
d. Because instant messages and text messages can be saved, don't say anything that could damage your reputation or that of your organization.
Q:
Research shows that win-win approaches to problem solving are more common in higher-performing organizations than in lower-performing organizations.
Q:
Texting requires a SMS, which stands for ________.
a. simple message synchronization
b. short message service
c. systems messaging synchronization
d. single mobility system
Q:
Which of the following statements about e-mail in the workplace is most accurate?
a. Most business messages today are being sent using social media platforms.
b. Typical businesspeople spend at least two hours a day writing and replying to e-mail messages.
c. E-mail will become obsolete in the next few years.
d. E-mail has completely replaced paper memos and letters in the workplace.
Q:
A win-lose approach to negotiating is advisable when parties are competing over resources that are truly scarce.
Q:
Which of the following describes communication in todays digital age?
a. Mobile phone ownership has peaked and seems to be decreasing.
b. Messages are longer and less frequent.
c. Laptops and smart phones are increasingly larger to allow for more storage.
d. The distinction between online and offline is becoming blurry as our virtual and real-life connectedness intertwine.
Q:
One commonly used negotiating strategy is a competitive win-lose approach.
Q:
An ALL-CAPS e-mail message is often read as ________.
a. positive emphasis
b. shouting
c. deadline oriented
d. humor or sarcasm
Q:
The term "negotiation" refers only to formal talks about a specific issue in which all parties are seated around a conference table with a mediator present.
Q:
________ marketing refers to the rapid spread of messages online.
a. Influential
b. Buzz
c. Viral
d. Cyber
Q:
In a compromise, each side acts in its own self-interest.
Q:
Because Chloe is a a loyal fan of a haircare product line and has a large social media following, she has been invited to create a profile and write posts for the company's blog. In this role, Chloe is known as an _______.
a. influencer
b. remote team member
c. stylist
d. marketer
Q:
A compromise approach to negotiating implies that one party will realize all of its goals and that both sides will be better off than before.
Q:
What is a disadvantage of text messaging?
a. Using text messaging on the job lowers productivity.
b. Employees using free consumer-grade instant messaging systems might reveal privileged information and company records.
c. Texting is a relatively high-cost substitute for voice calls.
d. Text messaging is an indiscreet way of communicating.
Q:
Collaboration is based on the assumption that conflict should be avoided.
Q:
What is the most accurate statement about instant messaging (IM) and text messaging?
a. Using text messaging and instant messaging for business communication will make you look unprofessional.
b. Text messaging has been enhanced by RCS (rich communication services), a new system promising advanced features that can be customized for mobile marketing.
c. Instant messaging and text messaging use the same technology and are used for the same purposes.
d. Text messaging enables you to use the Internet to communicate in real time in a private chat room with one or more individuals.
Q:
Collaboration is always the best method for handling conflicts.
Q:
Which of the following is a downside to well-known podcasters being paid for public endorsements?
a. They are not seen as "experts" in their fields.
b. Since podcast audiences are small, the message does not get out to enough people.
c. Such endorsements require video, which not all podcasts have.
d. Paid promotion deals can lead to biased or unreliable recommendations.
Q:
A competing approach to conflict management can also be called a "zero-sum" approach.
Q:
Which of the following is an example of a company using social media for crowdsourcing?
a. Creating internal networking sites accessible only by employees
b. Inviting customers to share ideas for new products and other suggestions
c. Matching dispersed employees and their skills
d. Responding to an employee grievance about a new policy
Q:
You are likely to improve your success as a manager if you always act in a way that pleases others.
Q:
One advantage of the accommodating approach to conflict management is that you are building social credits that you can draw on in subsequent conflicts with the same party.
Q:
Which of the following is an example of proper texting etiquette?
a. Apply the same timing guidelines to sending and receiving text messages that you would for speaking on the phone (such as not during a meeting or when in a social setting).
b. Since speed is the whole point of text messaging, grammar and punctuation are not important.
c. If notifying others of sad news, texting is preferred rather than making a personal telephone call.
d. It is never necessary to identify yourself via text message because the receiver will see your phone number.
Q:
Organizations use blogs to develop relationships, build brands, and create virtual ________.
a. communities
b. sales
c. products
d. competition
Q:
Using an avoidant approach to conflict management is never a good idea.
Q:
Ashley has just been hired for her first full-time position and has been told that she can use social media on the job. What should she do to appear professional and to ensure that she keeps her job?
a. Immediately send a friend request to her boss to show that shes a team player.
b. Accept friend requests only from her favorite colleagues.
c. Share only information, images, and media online that she would be comfortable sharing opening in the office.
d. Delete her social media accounts to show that she will remain focused at work.
Q:
Avoidance is the best communication strategy for managing conflict.
Q:
The members of the Riverdell Community Council are locked in a dispute because some want to make decisions by simple majority and others want to require a two-thirds majority. This is an example of a conflict about the topic at hand.
Q:
_______ is the most popular enterprise instant messaging and group chat tool.
a. Twitter
b. Facebook
c. Skype
d. Slack
Q:
Research shows that conflict is a negative influence in business and therefore should be avoided as much as possible.
Q:
What is the best advice for writing e-mail messages?
a. Use first names only in opening greetings.
b. Because your name will appear in your e-mail address, you dont have to type it at the bottom of your message.
c. Always include a complimentary closing such as Sincerely.
d. Make your e-mail messages easier to read and to comprehend by using bulleted and numbered lists and headings.
Q:
Because Maya knows that the most important part of an e-mail message is the subject line, she ________.
a. avoids verbs in subject lines
b. uses ALL CAPS in subject lines to grab the attention of the reader
c. uses one-word subject lines to make her messages more concise
d. adjusts the subject line if the topic changes after repeated replies
Q:
The major problem with conflict in organizations is not the fact that a significant amount of conflict occurs, but the fact that most conflict is handled ineffectively.
Q:
As a new marketing employee, Alonzo has just been assigned to create a blog for market research and viral marketing. What advice would you give him?
a. Scrutinize the blogosphere for buzz and for positive or negative postings about his organization and its products.
b. Use a variety of hard-sell tactics to get the word out about his companys products.
c. Realize that blogs are useful for getting feedback only from customers, not industry experts.
d. Avoid commenting on other related blogs within the industry.
Q:
If you believe you are being sexually harassed, the first thing you should do is to file a legal complaint.
Q:
Which podcast genre is currently the most popular in the U.S.?
a. True crime
b. News
c. Sports
d. Comedy
Q:
Informal joking in the break room could never be construed as sexual harassment on the job.
Q:
Aimee has discovered a production problem that will cause this month's shipments to be a few days late. Because her Brazilian customers will need to know about this problem right away, Aimee should ________.
a. write a letter
b. send a memo
c. send an e-mail message
d. arrange for a face-to-face visit
Q:
A boss who says, "If you sleep with me you'll get your raise," is engaging in a type of harassment called quid pro quo.
Q:
If you are the victim of bullying in the workplace, consider several options and their potential consequences before you decide on an appropriate response.
Q:
Memos are necessary for important messages that ________.
a. don't require careful organization
b. are being sent outside of the organization
c. share sensitive information
d. require more formality than e-mail
Q:
If you are bullied in the workplace, your most effective response would be simply to reframe the offensive remarks and let it go.
Q:
As Nathan begins his business career, he will probably find himself writing more ________ than other types of messages.
a. letters
b. memos
c. e-mail messages
d. text messages
Q:
In most workplaces, proselytizing about your own religious beliefs is an acceptable, and even welcome, form of communication.
Q:
Karen, a real estate agent, wants to create simple podcasts that will allow her clients to take virtual tours of available properties. What should she focus on first?
a. Providing quality content with an authentic voice
b. Increasing sales and maximizing her commissions
c. Choosing the most expensive properties
d. Making sure all of her clients have smartphones
Q:
Which of the following statements is most accurate about creating effective podcasts?
a. One host (vs. two) is most effective in attracting an audience and facilitating engaging discussion.
b. Podcast hosts should consider general audiences as opposed to defined fan bases.
c. Podcasts should provide a space for listeners to engage with each other, such as through e-mail and tweets.
d. Podcasters should avoid establishing a regular schedule so that the episodes will seem fresher.
Q:
Jokes are always a safe way to communicate; they are never interpreted as being disrespectful.
Q:
Which of the following statements about social networking sites is most accurate?
a. Facebook is still among the most popular social media platforms.
b. Companies use social networks to connect with external audiences, but not for internal audiences.
c. Only half of Fortune 500 companies have a YouTube presence.
d. The most avid social media users are aged 65 and over.
Q:
Whether an action is considered uncivil or not depends on the receiver's interpretation.
Q:
Your supervisor has suggested that you down-edit your e-mail message when replying to be more efficient. What should you do?
a. Insert your responses to parts of the incoming message, and include only those parts of the incoming message to which you are responding.
b. Place your reply at the bottom, after the original message.
c. Delete the original message altogether before adding your reply.
d. Write your reply using all lowercase letters.
Q:
A smart business strategy is to avoid apologizing for mistakes so others will be under the impression that you have not made any mistakes.
Q:
Which of the following statements about e-mail is most accurate?
a. Most businesspeople now first open their e-mail on mobile devices.
b. Typos in workplace e-mails are acceptable because of the speed at which they're sent.
c. E-mails are not an effective tool for attaching longer messages.
d. As a marketing tool, e-mail has been replaced by social media.
Q:
Offering a genuine apology for something you've done wrong may decrease your chances of being sued.
Q:
The two most common reactions to criticism are "fight" and "flight."
Q:
Shondra has been asked by her supervisor to write a guide for effective e-mailing for new employees. Which of the following is she likely to include?
a. Dont put anything in an e-mail message that you wouldn't post on your office door.
b. Because e-mail is informal, you dont have to write messages using complete sentences.
c. Use Reply All every time you respond to an e-mail message to ensure that everyone sees your reply.
d. Once an e-mail message is deleted, its gone forever.
Q:
The most important part of an e-mail message is its ________.
a. conclusion
b. opening greeting
c. subject line
d. body
Q:
Open-minded listening to coworkers usually creates a supportive, confirming climate.
Q:
Potential risks for businesses that use social media include productivity loss, embarrassment if employees make damaging posts, and ________.
a. weakened recruiting efforts
b. higher technical support costs
c. attracting the wrath of a huge Internet audience
d. losing older employees
Q:
Showing concern for a coworker's feelings sends a confirming message; showing indifference sends a disconfirming message.
Q:
"You" messages usually blame the receiver rather than describing an action.
Q:
Which of the following statements is most accurate about the enterprise messaging tool Slack?
a. It is well suited for lengthy discussions and sharing of large volumes of information.
b. Because it does not integrate with other productivity tools, it is considered a stand-alone tool.
c. It facilitates conversations across dispersed teams and time zones.
d. Slack is considered a more formal tool than e-mail.
Q:
Which of the following is the most effective closing for an e-mail message?
a. Please do not hesitate to call if you have any questions.
b. Please let me know at your earliest convenience.
c. Please send your time sheet to me by August 31 so that we can process your paycheck.
d. Please let me know if I can be of further assistance.
Q:
One of the most effective methods for developing and confirming personal relationships within an organizational setting is to communicate primarily with "you" statements.
Q:
Which online sharing platform features "Real People. Real Videos"?
a. Tumblr
b. TikTok
c. YouTube
d. Web 2.0
Q:
Criticism should usually be delivered in private, not within earshot of others, to help the receiver save face.
Q:
Which of the following statements about electronic media is most accurate?
a. File-sharing services are helpful and should be accessed frequently.
b. Tweeting about how much you dislike your job could get you fired.
c. Privacy settings on Facebook and other social networks ensure that your information can be accessed only by those you choose.
d. Your office computer is a safer place than the cloud to store personal photos.
Q:
If you are offering criticism, it is more effective to deal with several issues together, rather than limiting the discussion to one topic.
Q:
Kelly has been told that her blog posts can benefit from using the journalistic pattern. What does this mean?
a. Begin with specifics and background information that lead up to the big news.
b. Make sure that every blog posting contains information pulled from the front pages of major newspapers.
c. Emphasize the big news up front, supported with specifics and background information.
d. Make every blog posting controversial in some way to generate discussion.
Q:
In collectivist cultures, it's best to deliver praise in private, where others cannot overhear.
Q:
When you praise a coworker, it is best to use very high-level abstractions.