Q&A Hero

Q: Establishing credibility in persuasive messages A) is impossible unless the audience is already familiar with you. B) is a waste of time, since data and evidence are the only things audiences find convincing. C) requires a condescending, "know-it-all" tone. D) works only when you make negative comments about your company's competitors. E) is essential when you are trying to persuade a hostile or skeptical audience.

Q: Differences in organizational culture A) don't affect persuasive messages. B) can profoundly affect the success of a persuasive message. C) are important when addressing international audiences, but not those in the U.S. D) are so complex that no one can truly understand them. E) are important to consider for negative messages, but not for persuasive messages.

Q: Suggesting that readers have made poor choices in the past A) is helpful in sales messages, but not other persuasive messages. B) is effective in persuasive messages, as long as you are subtle. C) works well if you are trying to convince someone to make a large purchase. D) can inadvertently insult your audience, reducing the effectiveness of your persuasive message. E) makes them more likely to accept your argument, as long as you are blunt and forceful.

Q: Using polite language in persuasive messages A) enhances the effectiveness of your arguments. B) is less effective than an aggressive "hard sell." C) shows a lack of confidence, and should be avoided. D) is effective only with external audiences. E) is helpful in the body, but not in the opening or close.

Q: In persuasive messages, limiting your scope A) is less important than in other types of messages. B) reduces the likelihood that your audience will be convinced. C) is critical if your audience is to understand and accept your position. D) is unnecessary, since audiences expect these messages to be long. E) can reduce the effectiveness of your argument.

Q: The best way to persuade an audience to do something is to A) convince them that their existing motivations are unreasonable. B) change their motivation by suggesting that they are unsophisticated. C) align your message with their existing motivation. D) use scare tactics to describe the consequences of failing to do what you have asked. E) shame them into doing what you want.

Q: The direct approach for persuasion A) is never used in the workplace. B) is effective for a receptive audience. C) is great for connecting with a skeptical audience. D) doesn't include justifications or explanations. E) is a sign of low self-esteem and limited credibility.

Q: ________ data provides information about an individual's personality, attitudes, lifestyle, and other psychological characteristics. A) Demographic B) Ideographic C) Psychographic D) Direct E) Persuasive

Q: ________ information includes age, gender, occupation, income, and education. A) Demographic B) Stenographic C) Psychographic D) Persuasive E) Direct

Q: Business professionals know that ________ is the attempt to change an audience's attitudes, beliefs, or actions. A) deception B) sales C) persuasion D) trickery E) marketing

Q: If a supervisor tells a worker who consistently arrives late, "I know you don't want to have your pay docked," the supervisor is addressing the worker's need for A) safety and security. B) acceptance. C) status and esteem. D) self-actualization. E) power and control.

Q: If you can't be sure which medium will be best to convey your persuasive message to a diverse audience, you should A) choose the one that is most economical. B) select the one that is easiest to use (such as email). C) use two or more media at the same time. D) choose one at random and see how well it works. E) not send the message.

Q: Personality, lifestyle, and attitudes are assessed through A) demographic surveys. B) psychographic studies. C) inkblot tests. D) examinations of census data. E) income records.

Q: Which of the following is an example of psychographic information? A) age B) occupation C) lifestyle D) income E) education

Q: When you're writing a persuasive message, you can encourage a positive response by A) explaining what will happen if they don't respond positively. B) using neutral and strong language. C) understanding and respecting cultural differences. D) getting straight to the point. E) addressing psychographic needs.

Q: As a human need that affects motivation, self-actualization involves the need to A) cultivate lifelong involvement. B) feel a sense of accomplishment. C) reach one's full potential as a human being. D) control situations or exert authority over others. E) establish comfortable connections on social media networks.

Q: Marketers use quantifiable characteristics known as ________ and psychological characteristics known as ________ to help them understand the needs of an audience. A) social graphics; intuitional data B) demographics; psychographics C) crowdsourcing; regionalism D) psychometrics; cryptography E) selling points; desired benefits

Q: In general, the best persuasive messages ________ the audience's motivations. A) avoid mentioning B) downplay C) openly address D) dismiss E) eliminate

Q: Explain the characteristics of an effective letter rejecting a job applicant.

Q: What are some viable options for refusing social networking recommendation requests?

Q: Suppose you're a manager who has to write performance reviews. What can you do to help you prepare for writing a review that includes negative information?

Q: Define and discuss performance reviews.

Q: When responding to social networking recommendation requests, a single sentence that focuses on one positive aspect is often all that is necessary.

Q: To avoid a negative surprise during a performance evaluation, managers should A) keep a list of examples of poor performance. B) let the employee know ahead of time the review is coming. C) limit the use of status updates. D) allow peers to provide input on the performance review. E) provide regular feedback and coaching throughout the year.

Q: Writing an effective performance review requires A) evaluating all employees consistently. B) knowing all employees will react negatively to criticism. C) following the job description. D) a focus on improvement, not on what the employee does well. E) a focus on what the employee does well, minimizing potential areas of improvement.

Q: When terminating an employee, A) focus on problem resolution. B) emphasize judgmental language. C) avoid confrontation by withholding negative feedback. D) allow the relationship to end negatively, and with hard feelings. E) make sure reasons are objectively verifiable.

Q: Which one of the following is not an essential element of writing termination messages in the workplace? A) careful planning B) sensitive writing C) complete documentation D) personal allegations E) emotional ramifications

Q: When you're appraising employee performance, ________ to support any decisions that need to be made about pay, promotions, or termination. A) write down your frustrations B) document performance problems C) evaluate each employee differently D) focus on each employee's faults and shortcomings E) compare each employee to coworkers

Q: Performance reviews in the workplace are designed to A) limit job requirements. B) give employees negative feedback on their performance. C) promote personal action plans for improving performance. D) offer incentives and salary increases. E) keep job descriptions up to date.

Q: When writing an employment termination letter, you should A) include words that are open to interpretation. B) clearly present the reasons for the action. C) not be concerned with trying to preserve a good relationship with the employee. D) make clear to the employee that you have carefully researched relevant employment laws. E) include contact information for the legal department.

Q: If you must give an employee a negative performance review, A) do so by email. B) support your claims with careful documentation. C) limit your discussion to the areas where the employee needs improvement. D) minimize anything positive that the employee has done. E) assume that you'll be firing the employee before too long.

Q: A letter rejecting a job applicant should A) avoid explaining why he or she was not selected. B) point out the applicant's shortcomings. C) be as personal as possible. D) be as long as possible. E) always offer an apology.

Q: As a member of an online social network, the recommendations you write A) must include extensive detailed information. B) cannot be seen by the other network members. C) become part of your online brand. D) don't affect your online profile. E) require little thought or planning.

Q: Which of the following can help you handle requests for recommendations in a social networking environment? A) responding to a request from someone you don't know B) writing a recommendation for anyone C) writing as much or as little as you're comfortable with sharing about the person D) writing only positive information on everyone E) asking the person to write the letter, and offer your approval

Q: Which of the following is the most effective close for a letter rejecting a job applicant? A) If you have any questions about our decision, don't hesitate to call. B) We hope that despite this rejection you will continue to frequent our establishments. C) Again, we are very sorry that we cannot offer you a position at this time. D) I wish you the best in your job search. I am confident you will find a match for your skills and interests. E) We will consider your application for any other opening in the future.

Q: When rejecting a job applicant, you can soften the blow by A) expressing appreciation for his or her application. B) mentioning the qualifications of the person who was hired. C) praising competitive applicants. D) apologizing for wasting the person's time. E) implying future consideration.

Q: Provide at least five guidelines to observe when making negative organizational announcements.

Q: Proactive companies use social media to engage with their stakeholders as a long-term strategy.

Q: When preparing to respond to negative messages, it is important to consider A) how to combat the negative information. B) the source, tone and content. C) who the audience is. D) why the comment was made. E) legal ramifications of the comment.

Q: With the increase in the use of social media, it is important to ________ those who don't follow the rules of ethical communication. A) limit website access from B) not respond to C) diligently guard and defend against D) identify corporate policy for E) hide unhappy customers and their potential for damage away from

Q: As soon as a crisis hits, companies should set up a news center for company representatives and the media. Best practices for the news center will include all of the following except A) releasing contact information for everyone involved. B) having trained personnel on site around the clock. C) directing incoming inquires to a designated spokesperson. D) providing complete information packets to the media as soon as possible. E) issuing frequent updates.

Q: When a crisis hits, corporate communicators should A) deflect blame to third parties. B) reserve all comments for their favorite media outlets. C) get top management involved immediately. D) go into lockdown mode when asked questions. E) minimize the amount of information given to the public.

Q: A crisis management plan should A) define operational procedures and outline communication tasks and responsibilities. B) make provisions for concealing operational issues from the news media. C) avoid limitations on who is authorized to speak on behalf of the company. D) never include contact information for key executives and personnel. E) be built based on small business standards.

Q: When responding to rumors and countering negative information in a social media environment, a company should not A) engage customers early and often. B) monitor online conversations. C) rely on its reputation to protect it. D) respond appropriately and professionally. E) evaluate any negative messages.

Q: Social media and other communication technologies have created a major new challenge: A) competing in the global marketplace. B) researching and developing new products and services. C) communicating up and down the corporate supply chain. D) attracting and recruiting qualified applicants for employment. E) responding to online rumors and attacks on a company's reputation.

Q: When you need to inform employees that a benefit or privilege will be eliminated, A) the best approach is to leak the news as a rumor rather than make a public announcement. B) minimize the impact of the bad news by presenting it in as positive a light as possible. C) use the direct approach. D) use as many hedging words as possible. E) explain the decision is in the employee's best interest.

Q: List at least three guidelines that can help you avoid being accused of defamation.

Q: One way to avoid being accused of defamation is to stick to the facts when communicating with customers.

Q: When you deliver bad news about business transactions (such as a delayed order shipment), you should always apologize to the audience.

Q: Offering discounts on future purchases, free merchandise, or other considerations in negative messages about business transactions A) is almost always viewed as a hollow, insincere gesture. B) should be avoided since it acknowledges guilt. C) is a good idea only when dealing with government contracts. D) has been shown to worsen relationships rather than repair them. E) can go a long way to rebuilding a customer's confidence in your company.

Q: When making negative announcements about routine business matters, A) the direct approach is generally best. B) the indirect approach is best in most cases. C) it is best to combine the direct and indirect approaches. D) there is no need to close on a positive note. E) using a buffer is not acceptable.

Q: In refusing a customer's request for an adjustment, you become concerned about possible defamation charges. What should you do? A) Stress why the customer is at fault. B) Suggest that the customer do business elsewhere. C) Consult your company's legal advisors. D) Speak your mind bluntly. E) Make the refusal verbally instead of in writing.

Q: To avoid being accused of defamation, you should A) refuse to communicate with unhappy clients. B) make it clear to disgruntled customers that you refuse to be intimidated. C) avoid any kind of behavior that could be considered abusive. D) frequently refer to company policy. E) frequently use hedge words such as "company policy" and "appears".

Q: A woman returns a formal dress to your store, asking for a refund. The bodice is stained and the hemline is torn, but she says she is returning it unworn because it doesn't fit. Which of the following would be the best way to refuse her request for a refund? A) State that company policy prevents you from accepting the return but that if you had anything to say about it, you'd take it back, no questions asked. B) Restate her complaint to let her know you understand it, explain as positively as possible that you are unable to accept the return of damaged merchandise, and recommend a tailor who can fix the tear and alter the dress for her. C) Challenge the woman to try on the dress and prove that it doesn't fit. D) Use humor to soften the blow of your refusal. E) Let her know that she's not the first customer to try this, and threaten to call security.

Q: Whether or not you should apologize when delivering bad news about transactions depends mainly on A) how much the customer has purchased from your company in the past. B) the medium you are using for the message. C) how long it has been since the problem occurred. D) the nature of the relationship with the customer. E) if you didn't meet agreed upon expectations.

Q: Negative messages about business transactions are designed to A) confirm the customer's expectations. B) explain how you plan to resolve the situation. C) show the audience that whatever has happened, your company is not at fault. D) let the audience know which of your employees caused the problem. E) shield the company from liability, even if you must blame another organization.

Q: If the stakes are high for you or your receiver, use a(n) ________ to deliver negative information. A) direct approach B) irregular approach C) indirect approach D) topical approach E) persuasive approach

Q: Your communication goals should include ________ if you're sending bad news about transactions. A) modifying the customer's expectations B) changing your plan for resolving the situation C) ignoring any damage to the business relationship D) pinpointing what the customer did wrong E) refusing to acknowledge the customers concerns

Q: Do all of the following except ________ if you must refuse a claim. A) show that you understand the claim B) argue heatedly for your point of view C) explain your refusal D) suggest alternative action E) stick to the facts

Q: When you are refusing a routine request from someone in an established relationship, you A) should use the indirect approach. B) should invoke company policy if that is a possible out. C) don't need to invest as much time and effort as you would for other kinds of negative messages. D) should give the name of the person making the decision. E) should use the direct approach.

Q: Rewrite the following sentence using more respectful wording: "You shouldn't have put the blender into the dishwasher."

Q: When providing reasons and additional information for the bad news, the writer should A) explain why the news could be considered positive. B) trivialize the reader's concerns. C) allow the reader to think the news might be positive. D) tell the reader how the issue could be resolved. E) adjust the amount of detail to fit the audience and the situation.

Q: When the audience is aware of the possibility of negative news, the writer should A) use an indirect approach. B) consider how emotionally involved the reader will be with the message. C) minimize the bad news in the middle of a paragraph. D) thank the audience for their understanding. E) encourage the audience to respond with any questions they may have.

Q: When considering sharing bad news within an organization, managers must commit to A) determining what an employee may be implying, but not saying. B) responding only when each detail has been researched thoroughly. C) punishing those employees who spread bad news in the workplace. D) limiting the communication channels. E) listening when employees have negative information to share.

Q: In most cases, withholding or delaying negative information in the workplace A) can help your audience accept it. B) will increase your credibility. C) may be unethical or illegal. D) will allow the situation to resolve itself. E) can forestall legal action.

Q: Employees who engage in whistleblowing A) are disloyal and should be terminated. B) usually haven't tried to resolve their problems through normal channels. C) are, in many cases, providing vital information to their employers. D) rarely provide information of any value. E) are not protected by any government regulations.

Q: When you must deliver negative messages in the workplace, strive to maintain high standards of ethics and etiquette because A) laws and regulations dictate content and delivery of many business messages. B) negative messages have minimal impact on the lives of those who receive them. C) negative messages limit emotional content for both senders and receivers. D) it is easy to determine the emotional state of the receiver. E) there are no laws to regulate negative messages, so the writer must establish their own level of ethics.

Q: When you must deliver bad news in the workplace, remember that A) you should de-emphasize the news at all costs. B) your feelings, as well as the feelings of anyone who receives the message, are irrelevant. C) delaying, downplaying, or distorting the news may be unethical or illegal. D) internal and external audiences will react to the news in the same way. E) it is often easiest for the receiver if the news is delayed.

Q: Employees who observe illegal or unethical behavior in the workplace may resort to ________, if they're unable to resolve the problems through normal channels. A) stacking the deck B) calling the game C) whistleblowing D) mold breaking E) blackmail

Q: What four guidelines should you follow in writing effective closings to negative messages?

Q: You are faced with informing your supervisor about massive production delays. Company policy dictates that you must provide this information in writing. What questions should you consider when deciding between the direct and indirect approaches for your message?

Q: List three techniques for deemphasizing bad news.

Q: Briefly describe the elements of a negative message that uses the indirect approach.

Q: You can deemphasize bad news by minimizing the space or time devoted to it.

Q: When the bad news appears to be a logical outcome of the reasons that precede it, the reader is more prepared to accept it.

Q: Encouraging additional communication in the close of a negative message A) is expected, even if you really don't want to discuss the matter any further. B) should be avoided unless you are truly willing to discuss the matter further. C) is appropriate for internal audiences, but never for external audiences. D) should be done only if you direct the audience to contact someone else. E) isn't a good idea, no matter what the circumstances may be.

Q: When rejecting a request because of company policy, you should A) simply cite the policy as the reason for your decision. B) be sure to include a copy of the policy with your rejection. C) explain the policy so the audience can try to meet the requirements later. D) say that violating the policy will get you into serious trouble. E) admit that you think the policy is unfair, but you have to follow it anyway.

Q: When delivering bad news, wording such as "We must turn down," "I am unable to," and "We cannot afford to" A) softens the blow by drawing attention away from the reader and onto the sender. B) will impress the reader as being straightforward and forceful. C) is likely to cause pain and anger in the reader. D) is unavoidable. E) displays your professionalism.

Q: Consider the following statement: "Our profits, which have been disappointing, are only part of the total picture." This statement uses a ________ to deliver negative news. A) mixed metaphor B) parenthetical expression C) deflective reference D) contingent modifier E) conditional statement

Q: With the exception of ________, all of the following guidelines can help you close a negative message on a respectful note. A) being sincere B) managing future correspondence C) avoiding an uncertain conclusion D) promising an optimistic future outcome E) expressing optimism, if appropriate