When you are involved in listening to a speaker, you

When you are involved in listening to a speaker, you

a. think about how the information relates to your goals.
b. prevent any uncomfortable silences.
c. plan your response to the main points.
d. identify the weakest arguments and supporting details.
e. paraphrase your reception of the evidence.


Answer: a. think about how the information relates to your goals.

The most commonly used room arrangement for formal meetings is

The most commonly used room arrangement for formal meetings is

a. satellite.
b. circular.
c. rectangular
d. U-shaped.
e. classroom.


Answer: c. rectangular

One way to avoid telephone tag is to

One way to avoid telephone tag is to

a. put a smile in your voice as you place your call.
b. turn your cell phone off when you are in a public area.
c. schedule your calls when the person is likely to be available.
d. check your messages every day and return calls promptly.
e. use voice mail as a substitute for answering your phone.


Answer: c. schedule your calls when the person is likely to be available.

When you prepare minutes of a meeting, you should

When you prepare minutes of a meeting, you should

a. accurately summarize the discussions and decisions made.
b. ask participants to review a draft before sending the final version to the leader.
c. write concisely to save space and avoid numerous subheadings.
d. indicate who made and seconded each motion.
e. follow parliamentary procedure to give the minority a voice.



Answer: a. accurately summarize the discussions and decisions made.

Which is not a function of the leader of a meeting

Which is not a function of the leader of a meeting

a. encouraging quieter members to participate
b. summarizing the accomplishments at the end of the meeting
c. ensuring that participants support their ideas with evidence
d. stating the purpose and previewing the agenda at the start
e. keeping participants focused on agenda items


Answer: c. ensuring that participants support their ideas with evidence

Minutes of a meeting include all these items except

Minutes of a meeting include all these items except

a. the type of meeting.
b. who made and seconded a motion.
c. approval of previous minutes.
d. time of adjournment.
e. precise wording of motions.


Answer: b. who made and seconded a motion.

When planning the logistics of a formal meeting, you should consider

When planning the logistics of a formal meeting, you should consider

a. using a circular arrangement to facilitate consensus.
b. arranging the chairs in classroom style to encourage interaction.
c. separating participants in satellite format to keep the facilitator far from the door.
d. using a U-shaped setup so all participants can see each other.
e. having participants change tables from time to time to stimulate new thinking.


Answer: d. using a U-shaped setup so all participants can see each other.

Why should you prepare an agenda even for informal meetings

Why should you prepare an agenda even for informal meetings

a. You will have a record of what has been discussed.
b. It will help focus the attention of all participants.
c. You can inform participants of the day, time, and place.
d. It will cover reports of previous meetings.
e. It will convince participants of the need for a meeting.


Answer: b. It will help focus the attention of all participants.

Which of these points is not true with respect to an agenda for a meeting

Which of these points is not true with respect to an agenda for a meeting

a. Provides in detail what topics will be discussed.
b. Helps the manager run the meeting.
c. Helps the invited individuals gather needed background information.
d. Provides the order in which topics will be discussed.
e. Prevents other topics from being discussed.


Answer: a. Provides in detail what topics will be discussed.

Which of these factors is not necessary in planning a meeting

Which of these factors is not necessary in planning a meeting

a. Identifying the purpose.
b. Preparing an agenda.
c. Keeping the agenda private until the meeting begins.
d. Deciding who should attend.
e. Determining whether the meeting is really necessary.


Answer: c. Keeping the agenda private until the meeting begins.

The first thing you should do before calling a meeting is

The first thing you should do before calling a meeting is

a. formulate an agenda.
b. determine who should attend.
c. decide what you want to achieve.
d. plan the schedule and location.
e. designate someone to take minutes.


Answer: c. decide what you want to achieve.

You need not turn off your cell phone or switch it to silent-alert mode when you are

You need not turn off your cell phone or switch it to silent-alert mode when you are

a. in a restaurant.
b. participating in a formal meeting.
c. at the movies or the theater.
d. at a social event.
e. in an airline terminal.


Answer: e. in an airline terminal.

When you have to leave a voice-mail message, you should

When you have to leave a voice-mail message, you should

a. give your name, phone number, and the reason for your call.
b. vary the wording to maintain interest if you call back again.
c. explain in detail the background behind your thoughts.
d. request the other person's cell or home phone number.
e. speak impersonally to preserve a professional demeanor.


Answer: a. give your name, phone number, and the reason for your call.

Which is not an effective approach in the use of voice mail

Which is not an effective approach in the use of voice mail

a. Plan the message for the voice mail in advance.
b. Briefly explain the purpose of the call.
c. Give your name and number and the best time to return the call.
d. Have your secretary leave a message.
e. Announce that you are returning a call.


Answer: d. Have your secretary leave a message.

Which of the following is not true about your telephone voice

Which of the following is not true about your telephone voice

a. answer by the second ring
b. project a friendly image
c. avoid chewing
d. sit tall, and keep neck/throat area unstrained
e. avoid talking too fast


Answer: a. answer by the second ring

Which of the following statistics is not true

Which of the following statistics is not true

a. Americans make over 6.3 billion international calls every year.
b. The average length of a long distance call is 10 minutes.
c. Nearly half of Americans own a cell phone.
d. The average cost of an international call is 34 cents per minute.
e. Americans make more than 75 million calls every day.


Answer: c. Nearly half of Americans own a cell phone.

Which of the following is not an example of good telephone technique

Which of the following is not an example of good telephone technique

a. Answer all calls by the second or third ring.
b. If a caller asks a question you can't answer, end the call politely.
c. Give the caller your full attention.
d. Ask before you put someone on hold, allowing time for a response.
e. Use the other person's name to personalize the conversation.


Answer: b. If a caller asks a question you can't answer, end the call politely.

The main reason to make your telephone voice sound pleasant is that

The main reason to make your telephone voice sound pleasant is that

a. you can avoid straining your throat as you speak.
b. the other person may be angry, depressed, or bored.
c. you are applying good listening technique.
d. the other person has no visual cues to supplement your voice.
e. you will remind the other person that the boss may be calling.


Answer: d. the other person has no visual cues to supplement your voice.

Allowing a few moments of silence in a conversation

Allowing a few moments of silence in a conversation

a. conveys disrespect for the speaker.
b. reduces conflict and promotes consensus.
c. puts pressure on you to rebut the speaker's ideas.
d. shows that you have doubts about the speaker's views.
e. allows the speaker time to elaborate.


Answer: e. allows the speaker time to elaborate.

When you listen with an open mind, you

When you listen with an open mind, you

a. think you lose if you agree with the speaker's position.
b. seek to analyze why the speaker is taking a certain viewpoint.
c. contrast the speaker's facts with your experience.
d. apply a subjective frame of reference.
e. consider how the speaker looks, sounds, and acts.


Answer: b. seek to analyze why the speaker is taking a certain viewpoint.

Which of the following is not a good way to improve your listening skills

Which of the following is not a good way to improve your listening skills

a. Focus on the speaker's content rather than on how the talk is delivered.
b. Keep an open mind to accept new information and points of view.
c. Interrupt the speaker when you have a question or an idea to share.
d. Involve yourself by mentally summarizing what the speaker is saying or by taking notes.
e. Maintain eye contact with the speaker to show interest.


Answer: c. Interrupt the speaker when you have a question or an idea to share.

The following are all ways to improve listening skills except

The following are all ways to improve listening skills except

a. giving the speaker your undivided attention.
b. staying open minded.
c. interrupting when the speaker pauses to clarify.
d. involving yourself.
e. taking brief notes of the key points.


Answer: c. interrupting when the speaker pauses to clarify.

Which of the following is not a good way to involve yourself in the presentation

Which of the following is not a good way to involve yourself in the presentation

a. summarize or paraphrase internally
b. plan what you will say next
c. jot down points
d. personalize information
e. evaluate the overall argument


Answer: b. plan what you will say next

A way to give the speaker your undivided attention is to

A way to give the speaker your undivided attention is to

a. keep emotions in check.
b. plan what you will say next.
c. internally paraphrase.
d. eliminate physical and mental distractions.
e. be concerned with how the message is being delivered.


Answer: d. eliminate physical and mental distractions.

The least developed of the four verbal communications skills is

The least developed of the four verbal communications skills is

a. reading.
b. listening.
c. speaking.
d. writing.
e. telephoning.


Answer: b. listening.

Listening is

Listening is

a. a passive process of perceiving a sound.
b. a culturally-sensitive process of interpretation.
c. sound waves striking the eardrum.
d. an active process of assigning meaning to sounds.
e. an accommodation to the transmission and reception of messages.


Answer: d. an active process of assigning meaning to sounds.

Interviewing a job candidate is an example of an interaction in the

Interviewing a job candidate is an example of an interaction in the

a. social zone.
b. personal zone.
c. intimate zone.
d. public zone.
e. business zone.


Answer: a. social zone.

Which one of the following is not true about the personal zone

Which one of the following is not true about the personal zone

a. Police interrogators are taught to move into the personal zones.
b. Informal business conferences occur in the social zone.
c. Most business interaction takes place in the personal zone.
d. Most one-way communication to large audiences is in the public zone.
e. Normal speaking levels are used in the personal zone.


Answer: c. Most business interaction takes place in the personal zone.

An example of interaction in the personal zone is

An example of interaction in the personal zone is

a. staff meetings.
b. conversation with close friends.
c. presentation to a large audience.
d. shaking hands.
e. attending a banquet.


Answer: b. conversation with close friends.

If you are part of a large audience, the speaker on stage is considered in the _____ zone.

If you are part of a large audience, the speaker on stage is considered in the _____ zone.

a. personal
b. intimate
c. public
d. social
e. ethic


Answer: c. public

If you and a close colleague are visiting during a coffee break, you are probably in each other's _____ zone.

If you and a close colleague are visiting during a coffee break, you are probably in each other's _____ zone.

a. personal
b. intimate
c. public
d. social
e. ethic


Answer: a. personal

The meaning you attach to time depends on your

The meaning you attach to time depends on your

a. culture, experience, and communication skills.
b. location, context sensitivity, and power distance.
c. status, culture, and specific situation.
d. familiarity with nonverbal nuances.
e. status as a sender, receiver, or team member.


Answer: c. status, culture, and specific situation.

Touching behavior is

Touching behavior is

a. not consistent from culture to culture.
b. expected in the social zone.
c. common among Asian businesspeople.
d. inappropriate for ethical reasons.
e. important for establishing rapport.


Answer: a. not consistent from culture to culture

If your supervisor pats you on the back, he or she is entering your _____ zone.

If your supervisor pats you on the back, he or she is entering your _____ zone.

a. personal
b. intimate
c. public
d. social
e. ethic


Answer: b. intimate

Which statement does not accurately describe voice qualities

Which statement does not accurately describe voice qualities

a. Nervous people usually talk slowly.
b. People who speak too loudly appear pushy or insecure.
c. People in various cultures usually use a rising intonation when posing questions.
d. Emphasizing a particular word in a sentence can create a negative feeling.
e. The tone of a verbal message can reinforce or contradict the actual message.


Answer: a. Nervous people usually talk slowly.

All of the following are examples of nonverbal messages except

All of the following are examples of nonverbal messages except

a. posture.
b. facial expression.
c. a one-word response.
d. grooming.
e. selecting a seat at the back of a conference room.


Answer: c. a one-word response.

All statements about nonverbal messages are true except:

All statements about nonverbal messages are true except:

a. A nonverbal message and verbal message may not occur simultaneously.
b. A nonverbal message is not written or spoken.
c. A smile at a colleague is an example of a nonverbal message.
d. Nonverbal messages are generally more spontaneous than verbal messages.
e. Nonverbal messages are not necessarily less important that verbal messages.


Answer: a. A nonverbal message and verbal message may not occur simultaneously.

What nonverbal message would one tend to communicate by leaning slightly toward the person with whom he or she is communicating

What nonverbal message would one tend to communicate by leaning slightly toward the person with whom he or she is communicating

a. boredom
b. defiance
c. interest
d. confusion
e. intolerance



Answer: c. interest

The most expressive part of the body is the

The most expressive part of the body is the

a. lips.
b. eyes.
c. hands.
d. hips.
e. ears.


Answer: b. eyes.

A classic study by Mehrabian found that _____ percent of the meaning communicated by most messages comes from the verbal portion.

A classic study by Mehrabian found that _____ percent of the meaning communicated by most messages comes from the verbal portion.

a. 7
b. 23
c. 45
d. 62
e. 98


Answer: a. 7

Which of the following correctly describes an aspect of body movement as nonverbal communication

Which of the following correctly describes an aspect of body movement as nonverbal communication

a. Gestures should be avoided because they distract from a person's communication.
b. Cultures generally assign high importance to maintaining eye contact.
c. Leaning slightly forward toward the person you are communicating with makes a person appear nervous.
d. Your physical appearance by itself reflects body movements.
e. Facial expressions tend to convey a person's feelings very accurately and consistently.


Answer: e. Facial expressions tend to convey a person's feelings very accurately and consistently.

According to management guru Peter Drucker, "the most important thing in communication is to hear . . ."

According to management guru Peter Drucker, "the most important thing in communication is to hear . . ."

a. what is said.
b. what you want to hear.
c. what the person thought was said.
d. what is not said.
e. what the speaker meant to say.


Answer: d. what is not said.

Which of the following correctly describes an aspect of body movement as nonverbal communication

Which of the following correctly describes an aspect of body movement as nonverbal communication

a. You should avoid gestures because they distract from your message.
b. Most cultures stress the importance of maintaining eye contact.
c. You'll appear nervous if you lean forward during a business conversation.
d. Receivers tend to misinterpret subtle upper-body movements.
e. Facial expressions generally have the same meaning across cultures.


Answer: e. Facial expressions generally have the same meaning across cultures.

The most common benefits to internships are as follows?

The most common benefits to internships are as follows?

Answer: industry skills, references, sense of industry, and increase contacts

What are 3 tips on networking?

What are 3 tips on networking?

Answer:

1. Always try to close any interaction w positive actions
2. Always follow up with an email
3. Write the name of the person on a day in your calendar about a month out from the day you met and itll remind you about that connection

What is plan A versus plan B when trying to make an appointment w an individual?

What is plan A versus plan B when trying to make an appointment w an individual?

Answer:

Plan A = email or call explaining the good phone call structure

Plan B = ask if there is anyone at a lower level who could help you

What is a good phone call structure?

What is a good phone call structure?

Answer: An intro, an opening, a compliment, the request, the benefit, the close, also smart to come up with an answer to objections

What is cold calling?

What is cold calling?

Answer: Calling others out of the blue in order to make appointments

What do you need for your network to grow?

What do you need for your network to grow?

Answer: You must ask for at least two additional introductions

What are the 4 major steps of networking?

What are the 4 major steps of networking?

Answer: Fitting in, ability to do the job, movtivation to do the job, and putting it together

What is important to do during your early network-building activities?

What is important to do during your early network-building activities?

Answer: Position your meetings as information and advice seeking only - make it clear you are not asking for a job

What are the first two steps of the networking process?

What are the first two steps of the networking process?

Answer: First you identify and target people who are in a position to be able to help you and then you need to build a positive relationship so they want to help you

What is the best approach to land the majority of jobs in the market?

What is the best approach to land the majority of jobs in the market?

Answer: Build a network of connections to smaller companies

What percent of jobs are publicly advertised versus filled through word of mouth?

What percent of jobs are publicly advertised versus filled through word of mouth?

Answer: 30% and 90% of applicants focus on these (pointless competitive market); 70%

What is the percent of people who obtain a job using the "spray and pray" method?

What is the percent of people who obtain a job using the "spray and pray" method?

Answer: 5%

What is the best way to self analyze?

What is the best way to self analyze?

Answer: Ask yourself what opportunities are out there that I like the sound of and what traits do I need to succeed

What really matters as far as getting a job and succeeding in it?

What really matters as far as getting a job and succeeding in it?

Answer: Doing something well without disrupting the team

Why don't graduates often last in their first job and how many don't?

Why don't graduates often last in their first job and how many don't?

Answer: Usually don't do to a mismatch between personality; 20% are terminated or quit within 6 months

Explain the Venn Diagram to target jobs?

Explain the Venn Diagram to target jobs?

Answer: blue circle (jobs in demand), red circle (what you're good at), brown circle (what you enjoy)

Blue and brown overlap = fired
Red and blue overlap = quit
red and brown overlap = not needed (hobby)

How long does it take for half of graduates to find a career job?

How long does it take for half of graduates to find a career job?

Answer: 2 years

What percent of students switch majors and how much extra time does it take to complete their degree?

What percent of students switch majors and how much extra time does it take to complete their degree?

Answer: 83% of college students and it takes an extra 2 years and $20,000 extra

What is a very common interview question that will be asked before and during your job?

What is a very common interview question that will be asked before and during your job?

Answer: "Why do you want this Job"?

A Key question to ask yourself when you are in an internship is

A Key question to ask yourself when you are in an internship is

1. Am I actually learning the required skills, and crossing the fit and drive thresholds so I can cross the "Suitable for Hire" threshold after the internship is completed
2. Am I learning to provide any value in any of their top priorities so I can differentiate myself and pass the "This is who we want!" threshold.
3. Do they like me, am I building trust and credibility by understanding their needs across their required skills, fit and drive thresholds

A great way to structure an appointment making call is to:

A great way to structure an appointment making call is to:

1. Pass on a compliment from the person who suggested you call them before you make a clear simple request to meet them
2. Have a clear introduction and an opening where you state who you are and mention the name of the person who suggested you call them.
3. State a benefit to them for seeing you and then close by asking for a suggested time

Failure to network is a top reason why:

Failure to network is a top reason why:

1. Over 50% of students will be underemployed for two years after graduating
2. 69% of students drift through college and take two years longer to graduate
3. 83% of students do not know what they want to do and graduate with no job lined up

When assessing how much competition you are facing for a job it is worth remembering the advantage of finding a job through word of mouth by networking because:

When assessing how much competition you are facing for a job it is worth remembering the advantage of finding a job through word of mouth by networking because:

1. It is better to be among the 10% of applicants focused on 70% of the jobs available than among 90% of applicants focused on 30% of the jobs available
2. Over 70% of jobs are in the hidden market versus 30% of jobs in the open market
3. Studies show that 90% of job applicants focus almost entirely on the open market and less than 10% of job applicants focus on the hidden Job market

Career advice that says, "Just follow your passion" can lead to problems. Which of the following should also be taken into account?

Career advice that says, "Just follow your passion" can lead to problems. Which of the following should also be taken into account?

1. What an employer is willing to pay for activities that you are passionate about
2. Your current ability versus what employers expect and the ability of competing candidates for jobs you are passionate about
3. The market need for what you are passionate about

You can learn a lot about the job you want by talking to people who manage people with that job. This is called an "informational interview." Which of the following is a question that you could ask a manager of the position you think you may want?

You can learn a lot about the job you want by talking to people who manage people with that job. This is called an "informational interview." Which of the following is a question that you could ask a manager of the position you think you may want?

1. What are the top priority results expected from this job and what skills are needed to deliver them?
2. What type of personality has succeeded in this job before and what are some of the key attitudes you look for?
3. Based on what my profile looks like now - what do I need to do to improve my chances of being selected for this job in the future? What are my gaps?

A strong vision of your career encourages the following alignment activities to happen more naturally

A strong vision of your career encourages the following alignment activities to happen more naturally

1. You will search for greater relevance and interest in what you are studying. You will be able to select your courses more wisely and study with greater motivation and intensity. Your number of credits per semester and your grades will go up. You are significantly more likely to complete your degree inside four years.
2. Networking will become less something you are told you must do and instead become something you enjoy doing as you find out more details about what you want to do and where you can do it.
3. You will be able to target relevant internships that will provide worthwhile experience and have a greater chance of landing them. You will want to put more effort into them and therefore get more out of them.

What will determine your level of focus, energy, and commitment to complete the actions required to turn your career dream into reality?

What will determine your level of focus, energy, and commitment to complete the actions required to turn your career dream into reality?

Answer: The strength of your "vision" - i.e. the level of detail you have about what you will be doing, how that fulfills you, the type of people you will be working with, and the rewards of success

Not knowing what you want to do is NOT ok because:

Not knowing what you want to do is NOT ok because:

Answer:

1. By not taking specific actions to target a job 83% of students will graduate with no job lined up
2. A lack of focus can contribute to switching majors and drifting while in college causing 64% of students to take two extra years to graduate
3. Graduating with no alignment to a specific targeted job contributes to over 50% of graduates being underemployed for up to two years

What is "spraying and praying" when searching for a job?

What is "spraying and praying" when searching for a job?

Answer: Sending identical copies of your resume to a large number of companies and job postings and hoping to hear back.

Resale in a claim refusal may be appropriate in which of the following situations?

Resale in a claim refusal may be appropriate in which of the following situations?

a. to restate some of the benefits that led the reader to purchase the product in the first place
b. if you want the reader to continue to be a customer
c. if the resale doesn't sound so strong it might annoy an already unhappy customer
d. to rebuild the customer's confidence in the product
e. all of these


Answer: all of these

In explaining the reasons for a claim refusal, the writer should

In explaining the reasons for a claim refusal, the writer should

a. lecture the reader as to what he or she did wrong.
b. use personal language, such as you and your.
c. demand respect from the reader.
d. not appear to accept responsibility for the problem.
e. avoid explaining why the claim is being denied.


Answer: not appear to accept responsibility for the problem.

If you want to offer a compromise rather than reject a customer's claim, you should

If you want to offer a compromise rather than reject a customer's claim, you should

a. place it before or make it a part of the closing.
b. position the counteroffer in the first paragraph.
c. buffer the compromise within the middle paragraph.
d. mention the compromise before giving the bad news.
e. use a complex or compound sentence.


Answer: place it before or make it a part of the closing.

All of the following about refusing a claim are correct except:

All of the following about refusing a claim are correct except:

a. Use the indirect approach.
b. Convey respect and consideration for the writer with the correct tone.
c. Do not accuse or lecture the reader.
d. Do not imply your company holds any responsibility.
e. Discuss the explanation in impersonal language.


Answer: Do not imply your company holds any responsibility.

One reason to avoid refusing a claim in the first paragraph is that you

One reason to avoid refusing a claim in the first paragraph is that you

a. lack the spirit of reciprocity.
b. may lose the reader's goodwill.
c. leave a strong buffer to justify your decision
d. should use the direct organizational plan.
e. want to clarify your rationale immediately.


Answer: may lose the reader's goodwill.

Your manager asks you to take his place at a monthly industry dinner Tuesday evening, but your in-laws arrive that night. You write a note refusing this request for

Your manager asks you to take his place at a monthly industry dinner Tuesday evening, but your in-laws arrive that night. You write a note refusing this request for

a. a routine favor and use the direct organizational plan.
b. a significant favor and use the indirect organizational plan.
c. a claim and use the indirect organizational plan.
d. an idea and use the direct organizational plan.
e. an adjustment request and use the direct organizational plan.


Answer: a routine favor and use the direct organizational plan.

When you use the direct organizational plan in a message refusing a small favor, you should

When you use the direct organizational plan in a message refusing a small favor, you should

a. save the bad news for the final paragraph.
b. present the bad news without any introduction.
c. reciprocate to maintain the reader's future goodwill.
d. use a polite buffer and explain your rationale in a few words.
e. offer a brief, sincere apology in your first paragraph.


Answer: use a polite buffer and explain your rationale in a few words.

When refusing a request for a significant favor, you should

When refusing a request for a significant favor, you should

a. use the direct organizational approach.
b. write a routine response.
c. offer a buffer before saying no.
d. emphasize the negative news.
e. write in the spirit of reciprocity.


Answer: offer a buffer before saying no.

One general guideline for writing a message saying that you are not granting a routine favor is to

One general guideline for writing a message saying that you are not granting a routine favor is to

a. use the indirect organizational plan.
b. assume that the reader expects a negative response.
c. provide a lengthy list of reasons.
d. avoid offering any justification.
e. mention your refusal in the first paragraph.


Answer: mention your refusal in the first paragraph.

Your manager asks you to take her place and prepare a speech for next Tuesday's community fund drive. Because your in-laws are arriving that night, you write a note refusing this request for

Your manager asks you to take her place and prepare a speech for next Tuesday's community fund drive. Because your in-laws are arriving that night, you write a note refusing this request for

a. a routine favor and use the direct organizational plan.
b. a significant favor and use the indirect organizational plan.
c. a claim and use the direct organizational plan.
d. an idea and use the direct organizational plan.
e. an adjustment and use the indirect organizational plan.


Answer: a significant favor and use the indirect organizational plan.

Rejecting someone's idea or proposal can be extremely challenging because

Rejecting someone's idea or proposal can be extremely challenging because

a. few form letters on which to model your letter exist.
b. you may also have to fire the employee for coming up with the idea or proposal.
c. the person probably has invested a considerable amount of time developing the idea.
d. you do not want the reader submitting any more ideas or proposals.
e. most employees have low self-esteem, which you want to delicately maintain.


Answer: the person probably has invested a considerable amount of time developing the idea.

All the following are true when you must reject a person's idea or proposal except:

All the following are true when you must reject a person's idea or proposal except:

a. Consider the energy and care with which the person generated the document.
b. Consider that the reader assumes the proposed idea is worthy.
c. Consider that the reader is unsure of the response.
d. Consider that the reader may personalize the negative response.
e. Consider that the individual probably did considerable research.


Answer: Consider that the reader is unsure of the response.

A key factor in offering a counterproposal is to

A key factor in offering a counterproposal is to

a. provide all the information the reader needs to follow through.
b. make it subtle.
c. make it brief.
d. offer cash incentives.
e. combine it with reinforcement of the action in the letter.


Answer: provide all the information the reader needs to follow through.

All of the following are problems to avoid when ending a bad-news message except

All of the following are problems to avoid when ending a bad-news message except

a. apologizing.
b. anticipating problems.
c. inviting needless communication.
d. sounding sincere, friendly, and helpful.
e. repeating a cliché.


Answer: sounding sincere, friendly, and helpful.

One strategy you should not use when refusing a customer's claim is to

One strategy you should not use when refusing a customer's claim is to

a. include a neutral-sounding subject line.
b. write a pleasant, relevant opening.
c. invite further correspondence.
d. couch the bad news in impersonal language.
e. write a helpful, positive closing.


Answer: invite further correspondence.

Of the following, the least effective way to end a bad-news message is to offer

Of the following, the least effective way to end a bad-news message is to offer

a. best wishes.
b. a counterproposal.
c. subtle sales promotion.
d. an apology.
e. alternative sources of assistance.


Answer: an apology.

Which of the following sentences would be most effective in a letter communicating the bad news that an employee's idea is being rejected?

Which of the following sentences would be most effective in a letter communicating the bad news that an employee's idea is being rejected?

a. I hope you realize that no project such as the one you propose has ever been approved.
b. Your proposal will not be considered until you submit an accounting of all costs.
c. It is impossible to move ahead with your idea at this time because we lack the proper machinery.
d. I'm sincerely sorry, but we cannot give you the resources you need for this new project.
e. Once our budget allows for equipment upgrades, we will be to handle this type of project.


Answer: It is impossible to move ahead with your idea at this time because we lack the proper machinery.

When using the indirect organizational plan, you can communicate the bad news by doing all of the following except

When using the indirect organizational plan, you can communicate the bad news by doing all of the following except

a. placing it in the middle of a paragraph.
b. including it in the same sentence with a reason.
c. introducing it after the words but and however.
d. stressing what you can do instead of what you can't do.
e. using impersonal wording to distance the reader from the news.


Answer: introducing it after the words but and however.