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Liberty University BUSI 300 1)Legal and ethical risks can be avoided by reframing a situation as a criticism

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Liberty University

BUSI 300

1)Legal and ethical risks can be avoided by reframing a situation as a criticism.

a. True b. False

 

2.            Reframing negative situations is almost always a preferred method for dealing with bad news unless doing so is deemed manipulative or deceptive.

True

 

3.            Routine requests and favorable responses to them follow the 

Deductive sequence

 

4.            Which of the following is a virtual team management tool for team games?

a.            Prelude

b.            Jive

c.             Huddle

d.            Blackboard

 

5.            Placing a refusal in the first sentence of a message can be justified if the message is the second response to a repeated request.

a.            True

b.            False

 

6.            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.

a.            casualty crisis

b.            accidental crisis c. preventable crisis

d. victim crisis

 

7.            Undeliverable email messages are delivered to a mail administrator.

a.            True

b.            False

 

8.            To give a routine claim the emphasis it deserves, the message must:

a.            begin with details and explanation.

b.            be written inductively.

c.             use a forceful, persuasive tone.

d.            begin with a request for an adjustment.

 

9.            Which of the following is a difference between web pages and social media?

a.            Unlike web pages, social media requires authorization before posting.

b.            Unlike web pages, social media prohibits users from generating their own content.

c.             Unlike web pages, social media is not generally interactive.

d.            Unlike web pages, social media enables people to connect online and have a conversation.

 

 

10.          Which of the following is true of email?

a.            It offers a personal touch to business communication.

b.            It is best suited for delivering sensitive and confidential information.

c.             It facilitates the fast, convenient flow of information among users at various locations.

d.            It is costly if used for communicating with people located in different time zones.

 

11.          Which of the following is an advantage of email communication?

a.            It offers a personal touch.

b.            It is safe from malicious attacks.

c.             It ensures a quick verbal response. d. It reduces a company's costs.

 

12.          Which of the following exemplifies a good practice when writing a letter extending credit?

a.            Amar emphasizing the acknowledgment of the order more than the credit aspect

b.            Davis writing a letter using an inductive sequence

c.             Tim concealing the basis for the decision to extend credit d. Megha including sales promotional material in her letter

 

13.          Which of the following is true of a crisis situation in an organization?

a.            The type of crisis should be identified during crisis response in order to better develop communication messages.

b.            An accident crisis includes accidents or harm caused by human error as well as organizational misdeeds.

c.             While responding to a crisis, a common message should be communicated to both internal and external audiences.

d.            A potential crisis situation cannot be determined in terms of areas of vulnerability.

 

14.          Who among the following individuals follows good practice when sending a good-news message?

a.            Ava, a manager at Auroville Inc., who conveys positive news to her employees using a direct approach

b.            Zaiba, a manager at BayWave Corp., who delivers positive news to her employees without providing additional details

c.             Dave, a manager at Wizzware Inc., who organizes his message such that the main idea is presented at the end

d.            Sameer, a manager at GreenMove Inc., who stresses on the closing thought more than on the main message

 

15.          The closing sentence of a bad-news message should:

a.            restate the refusal.

b.            add a unifying quality to the message.

c.             avoid a counterproposal.

d.            be longer than the preceding paragraphs.

 

 

16.          All virtual communication is mediated by technology but they differ because communication can be achieved through voice, text, video, or some combination of these. a. True

b. False

 

17.          Which of the following is true of negative organizational news?

a.            Employees who are aware of their organization's potential problems feel disconnected from the organization.

b.            Employees seldom want to know about situations adversely affecting their organization.

c.             Effective managers recognize that employee morale and public goodwill are easy to repair even after they are damaged.

d.            Managers who can communicate negative information in a sensitive, honest, and timely way can calm fears.

 

18.          Which of the following statements is true of instant messaging (IM)?

a.            The best known IM programs require special hardware and training.

b.            With IM, your conversation with someone is free from eavesdropping. c. To use IM, you maintain a list of people with whom you want to interact.

d. With IM, it is important to pay careful attention to spelling and grammar when trading messages.

 

19.          Which of the following is true of effective routine requests?

a.            They require maximum persuasion. b. They use lists for emphasis.

c. They require arguments to be presented.

d. They are organized inductively.

 

20.                         are the most frequently used methods of communicating standard operating procedures and other instructions to employees.

a.            Reports and letters

b.            Faxes and voice messages c. Memos and email messages

d. Face-to-face meetings and phone conversations

 

21.          Which of the following is true of a blog?

a.            It can be used as an online scrapbook, a personal diary, or a digital soapbox.

b.            It rarely has the capacity to store knowledge in archives for future use.

c.             It allows visitors to change the original posted material and add comments.

d.            It provides complete anonymity to all users in the internal blogs used in organizations.

 

22.          In the context of adjustment messages,               refers to a discussion of goods or services already bought.

a.            reboot

 

b.            recall

c.             revise d. resale

 

23.          In the decision to communicate about negatives, the primary consideration is intent.

a.            True

b.            False

 

24.          Which of the following is a guideline for effective voice mail communication?

a.            Check your voice mail once a week.

b.            Never leave your email address or fax number on your greeting. c. Encourage callers to leave detailed messages.

d. Refrain from updating your greeting often.

 

25-          Who among the following individuals follows a good practice when developing a bad-news message?

a.            Dan, a manager at Oak Inc., who avoids providing reasons to support the refusal

b.            Rachel, a manager at TechnoGram Inc., who avoids using the inductive approach when writing the message

c.             Aaron, a manager at Calibon Inc., who avoids using company policy as a reason for the refusal

d.            Meena, a manager at WillWare Inc., who avoids emphasizing how her audience will benefit from the decision

 

26-          Which of the following is a guideline you should follow when developing the reasons section of a bad-news message?

a.            Use the deductive approach.

b.            Read the section aloud to identify flaws in logic.

c.             Include "company policy" as one of the reasons.

d.            Keep the reasons behind the refusal of a request ambiguous.

 

27-          Face-to-face meetings are more effective than video-conferences when participants are involved in a structured discussion.

a. True b. False

 

28-          When refusing a request for a favor, the writer should:

a.            provide a vague reason to minimize disappointment.

b.            use the deductive outline.

c.             state the refusal before providing reasons. d. use the inductive approach.

 

29-                         provide a somewhat formal means of sharing information with people inside an organization.

 

a.            Form letters

b.            Memorandums

c.             Grapevines

d.            Voice mails

 

30-          Claim refusals are not necessary when a warranty does not apply or has expired or a customer has misused a product.

a. True b. False