QUIZ 2 BUSI 300
1. _____ is effective when sending a single message to several recipients and when needing to communicate 24 hours a day, 365 days a year.
A weblog
A wiki
Email
Malware
2. Which of the following
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QUIZ 2 BUSI 300
1. _____ is effective when sending a single message to several recipients and when needing to communicate 24 hours a day, 365 days a year.
A weblog
A wiki
Email
Malware
2. Which of the following is a guideline that assists in effective email usage?
Check mails once every week.
Do not contribute to email overload.
Send messages that are formatted.
Do not use separate accounts for receiving messages.
3. Which of the following statements is true of text messaging?
It cannot be used for business purposes.
It is a refinement of computer instant messaging.
It cannot be used to send messages from a cellphone to a computer.
It puts less premium on conciseness than email.
4. ____ is particularly well suited to text messaging because the names of the numbers are also close to the sounds of certain words.
English
Japanese
Mandarin
Arabic
5. Which of the following is an example of a good practice while writing for a website?
Asha places the main idea at the end of the content area on her website.
Zafar places little notes, sidebars, and help files on his website.
James avoids highlighting areas of information on his website.
Jane categorizes and groups items in columns rather than rows on her website.
6. Which of the following is a Web 2.0 technology?
A cookie
A flame
A web page
A wiki
7. _____ are dynamic, with rapidly changing content that does not require authorization to post.
Websites
Blogs
Flames
Cookies
8. Which of the following statements is true of voice mail technology?
It provides a platform for people with shared interests to communicate.
It has rapidly changing content that requires authorization to post.
It makes it possible for people to participate on the Web.
It allows flexibility in staying in touch without the aid of a computer.
9. Which of the following tips should be followed to improve voice mail communication?
Avoid repeating your name and phone number.
Do not update your greeting often.
Speak fast and in a loud voice.
Keep your message brief, typically 60 seconds or less.
10. A technological channel is always the ideal communication method of choice.
True
False
11. _____ provide a formal means of sharing information with people inside an organization.
Voice mails
Claims
Text messages
Memorandums
12. While writing a good-news message, _____.
the main idea should be placed at the beginning
the closing thought should always be emphasized
an inductive sequence should be followed
supporting details should be omitted
13. An appreciation message should:
avoid making specific comments.
use strong language.
not be sent to the supervisor of an individual.
be sent within a few days of the circumstance.
14. Which of the following is true of persuasive claims?
They are accorded willingly, and therefore a forceful, accusatory tone is inappropriate.
They posit that a petition will be approved quickly and willingly, without convincing.
They assume that a request will be granted only after explanations have been presented.
They pertain to guarantees, warranties, and other contractual conditions.
15. ____ are assumed to be granted willingly, so a forceful, accusatory tone is inappropriate.
Relational claims
Routine claims
Persuasive claims
Inductive claims
16. ____ reminds customers and clients that they made a good choice in selecting a company with which to do business, or it reminds them of the good qualities of their purchase.
Consensus
Reclaim
Resale
Synergy
17. Which of the following makes routine requests effective?
Using a generic closing statement
Opening door for personal dialogue by providing telephone number
Expressing criticism and alluding to drawbacks for quick action
Using a one-word subject line
18. Neutral-news messages are not likely to generate an emotional reaction from receivers.
True
False
19. Because you expect persuasive claims to be granted willingly, a forceful, accusatory tone is inappropriate.
True
False
20. Which of the following is true of face-to-face delivery of bad news?
It does not signal the importance of the news.
It enables immediate feedback.
It carries no discomfort.
It decreases the potential for escalation of emotion
21. When delivering bad news, if a refusal appears in the first sentence of a message, _____.
the reader tends to concentrate on understanding the supporting details
the receiver's reaction is likely to be negative
the message is easily accepted
the supporting details need not be presented
22. Gwen, a manager at Exude Apparels Inc., received a message from a customer requesting a replacement for a purchased pair of shoes. Exude Apparels has a clearly stated no-return policy. Gwen responded to the customer denying the request in a tactful and clear manner. Despite this, the customer submitted a second request. In this scenario, which of the following is an appropriate response to the second request?
Resending the first response
Using the deductive outline in the second response
Ignoring the second request
Using an indirect approach in the second response
23. ___ can be incorporated into the beginning paragraph of a bad-news message to make it effective.
Resale
Jargon
Consensus
Feedback
24. Using _____ helps subordinate the refusal in a bad-news message.
abstract nouns
the deductive sequence
the active voice
specific terms
25. In the context of bad-news messages, a(n) _____ might eliminate the need to state the refusal directly because it states what can be done.
criticism
agenda
counterproposal
review
26. Which of the following should be avoided when writing the closing paragraph of a bad-news message?
Statements that restate an idea stated previously
Statements that include a forward-looking idea
Statements that encourage future controversy
Statements that offer a counterproposal
27. In a(n) _____, the event is considered purposeful and includes accidents or harm caused by human error as well as organizational misdeeds such as fraud.
casualty crisis
victim crisis
preventable crisis
accidental crisis
28. Face-to-face delivery of bad news increases the probability of misinterpretation of the news.
True
False
29. Placing a refusal in the first sentence of a message can be justified if the message is the second response to a repeated request.
True
False
30. The statement preceding a refusal in the introductory paragraph of a bad-news message should imply that an affirmative decision will follow.
True
False
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