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boom exam 3 (9-11)
Terms in this set (30)
what message typically takes the least time to complete?
what is most true of a routine request?
your tone should be direct but not bossy or domineering.
when developing routine messages, you should aim to create a helpful, professional tone during the ______ stage.
nolan asks his team to create a proposal for a major client, but he does not outline his expectations. what is most likely to result?
nolans credibility will be negatively impacted.
what is the most effective technique to use when making a claim?
lay out a logical explanation of the claim
Which type of routine message should you ask a colleague to review before you send it?
a message speaking on behalf of a team.
which of the following is an important element of an apology?
what action is most likely to be part of the reviewing stage?
proofreading the message.
which is true of messages showing appreciation?
a sincere expression of thanks straightens work relationships.
which of the following is true for apologies?
if you are dealing with customers or clients, an apology may imply legal responsibility.
in order to craft messages that persuade people to modify their ideas, you must spend a significant amount of time-
analyzing the audience.
which principle of influence operates on the idea that people think there is limited availability of something they want or need, so they must act quickly?
When a business message provides the rationale for a request before making the specific request, the message is said to be
which of the following components is likely to be included in the structure of a mass sales message?
an attempt to generate interest
there term _____ refers to the reasons why your product, service, or idea really benefits your readers.
Levon is writing a persuasive message. What is the first task his message should accomplish?
After stating the need in a persuasive message, you should
offer a solution.
In the context of mass sales messages, what is the last step in the AIDA approach?
call to action.
in a case study, psychologists found that horse racing fans become more confident than their horses would win after placing a bet. which principle of influence does this example illustrate?
unlike other forms of persuasion, manipulation involves-
which of the following is an example of a bad-news message characterized by low severity and high controllability?
one colleague rejecting another colleagues idea.
Liam, the art director at Impact Advertising, has decided to lay off a production assistant due to the loss of a major client. Which of the following will be the best way for Liam to convey his decision?
organizing a meeting with the employee and sending a follow up memo.
which of the following is the richest communication channel for delivering bad-news messages?
a personal meeting.
what questions will help you to apply the "access" aspect of the FAIR test when reviewing a bad news message?
are my motives clear, or will other perceive that i have hidden agenda?
when delivering bad news to customers via written messages, use-
isabelle, customer relations manager at future tools, must inform her clients of a 25% priced increase for all services. in doing so, she should-
emphasize clients options for saving money, such as bundling services or choosing less comprehensive plans.
the sandwich approach to delivering bad news-
softens the blow but encourages bad performance.
expressing thanks or gratitude for a request or idea while immediately dismissing the request or idea with a yes-but statement, is known as-
the token approach.
terrence needs to deliver negative feedback to an employee, chad, using his companies appraisal software. before delivering the feedback, he should first -
meet with chad in person and establish goals for improvement.
what is an example of reframing thoughts in order to respond to negative feedback constructively?
getting an honest assessment of my work sill help me succeed.
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