Question 1

Setting expectations is directly tied to your credibility and ability to foster interpersonal trust in the workplace.

Accepted Answer

A) True 
 B)False  True

Question 2

Claims are requests for other companies to compensate for or correct the wrongs or mistakes they have made.

Accepted Answer

A) True 
 B)False  True

Question 3

Which of the following is true of apologies?

Accepted Answer

A) Apologies are necessary only when you harm someone on purpose. 
B) Personal offenses caused by personality clashes do not warrant apologies. 
C) Apologies are effective when they are vague and cliché. 
D) Effective apologies should be sincere. 
E) Apologies are ineffective when they are focused on others. 
A) Apologies are necessary only when you harm someone on purpose. 
B) Personal offenses caused by personality clashes do not warrant apologies. 
C) Apologies are effective when they are vague and cliché. 
D) Effective apologies should be sincere. 
E) Apologies are ineffective when they are focused on others. D

Question 4

What are claims?

Accepted Answer

A) Codes of conducts for employees 
B) Requests for other companies to compensate for or correct the mistakes they have made 
C) Detailed timelines by which the work should be accomplished satisfactorily 
D) Guidelines for how employees should communicate and cooperate with one another 
E) Updates to policies and procedures, notices of events, and other correspondences 
A) Codes of conducts for employees 
B) Requests for other companies to compensate for or correct the mistakes they have made 
C) Detailed timelines by which the work should be accomplished satisfactorily 
D) Guidelines for how employees should communicate and cooperate with one another 
E) Updates to policies and procedures, notices of events, and other correspondences

Question 5

Setting off each question is a mere formatting gimmick and not necessary when responding to inquiries.

Accepted Answer

A) True 
 B)False

Question 6

When you've made offenses or mistakes that harm others, your _____ is weakened.

Accepted Answer

A) intelligence quotient 
B) emotional quotient 
C) credibility 
D) confidence 
E) aptitude 
A) intelligence quotient 
B) emotional quotient 
C) credibility 
D) confidence 
E) aptitude

Question 7

Describe the three central components to setting expectations.

Accepted Answer

Three components are central in setting

Question 8

Appreciation messages should not appear self-serving in any way.

Accepted Answer

A) True 
 B)False

Question 9

Typically, an announcement is broadcast to very few receivers.

Accepted Answer

A) True 
 B)False

Question 10

When making requests, _____ goes a long way in maintaining goodwill.

Accepted Answer

A) showing respect for the recipient's time 
B) using a self-oriented positive tone 
C) displaying your authority while ordering people to complete the task 
D) not including your primary message in the subject line 
E) not providing a rationale for the request 
A) showing respect for the recipient's time 
B) using a self-oriented positive tone 
C) displaying your authority while ordering people to complete the task 
D) not including your primary message in the subject line 
E) not providing a rationale for the request

Question 11

Which of the following is true about developing routine messages?

Accepted Answer

A) Routine messages take the most time to write of all business messages. 
B) Routine messages do not need any prior planning. 
C) Routine messages in their basic form have little bearing on credibility. 
D) Routine messages need to be reviewed. 
E) Routine messages are not composed very often, unlike other business messages. 
A) Routine messages take the most time to write of all business messages. 
B) Routine messages do not need any prior planning. 
C) Routine messages in their basic form have little bearing on credibility. 
D) Routine messages need to be reviewed. 
E) Routine messages are not composed very often, unlike other business messages.

Question 12

Which of the following is true of appreciation messages?

Accepted Answer

A) Your appreciation messages should not be focused exclusively on the recipient. 
B) Your appreciation message should include exaggerated displays of gratitude. 
C) In your appreciation messages, avoid including a rationale for the gratitude. 
D) You should send appreciation messages that begin with an expression of thanks. 
E) Your appreciation messages should have an informal tone when sent to clients. 
A) Your appreciation messages should not be focused exclusively on the recipient. 
B) Your appreciation message should include exaggerated displays of gratitude. 
C) In your appreciation messages, avoid including a rationale for the gratitude. 
D) You should send appreciation messages that begin with an expression of thanks. 
E) Your appreciation messages should have an informal tone when sent to clients.

Question 13

Appreciation messages should focus exclusively on the recipient.

Accepted Answer

A) True 
 B)False

Question 14

Which of the following is most likely to be an element of an apology?

Accepted Answer

A) Expressing gratitude for the patience of the reader 
B) Expressing an excuse for the harm caused 
C) Shifting responsibilities to other colleagues 
D) Committing that the offense will not be repeated 
E) Expressing sympathy for the grief caused 
A) Expressing gratitude for the patience of the reader 
B) Expressing an excuse for the harm caused 
C) Shifting responsibilities to other colleagues 
D) Committing that the offense will not be repeated 
E) Expressing sympathy for the grief caused

Question 15

What are announcements?

Accepted Answer

Business executives and managers routine

Question 16

Business professionals who are high in emotional intelligence notice how their actions impact others.

Accepted Answer

A) True 
 B)False

Question 17

Announcements are a form of _____.

Accepted Answer

A) one-to-one communications 
B) one-to-many communications 
C) many-to-many communications 
D) many-to-one communications 
E) many-to-one-to-many communications 
A) one-to-one communications 
B) one-to-many communications 
C) many-to-many communications 
D) many-to-one communications 
E) many-to-one-to-many communications

Question 18

Messages that provide directions share many similarities with those that set expectations.

Accepted Answer

A) True 
 B)False

Question 19

Which of the following is a reason why audience analysis for routine messages generally does not require much time?

Accepted Answer

A) Routine messages are not important. 
B) Typically, the top management comprises the audience of the routine messages. 
C) Most routine messages do not contain much content. 
D) The audience is likely to respond positively to routine messages. 
E) Routine messages are not composed very often. 
A) Routine messages are not important. 
B) Typically, the top management comprises the audience of the routine messages. 
C) Most routine messages do not contain much content. 
D) The audience is likely to respond positively to routine messages. 
E) Routine messages are not composed very often.

Question 20

In the context of the components of expectations, what does it mean to provide deadlines?

Accepted Answer

A) Encouraging employees to engage in networked communication to solve problems 
B) Designating tasks and work outcomes to certain employees 
C) Setting out the timeline by which the work should be accomplished satisfactorily 
D) Providing guidelines for how employees should communicate and cooperate with one another 
E) Identifying a potential crisis and developing a strategy for avoiding it 
A) Encouraging employees to engage in networked communication to solve problems 
B) Designating tasks and work outcomes to certain employees 
C) Setting out the timeline by which the work should be accomplished satisfactorily 
D) Providing guidelines for how employees should communicate and cooperate with one another 
E) Identifying a potential crisis and developing a strategy for avoiding it

Setting expectations is directly tied to your credibility and ability to foster interpersonal trust in the workplace.

Claims are requests for other companies to compensate for or correct the wrongs or mistakes they have made.

Which of the following is true of apologies?

What are claims?

Setting off each question is a mere formatting gimmick and not necessary when responding to inquiries.

When you've made offenses or mistakes that harm others, your _____ is weakened.

Describe the three central components to setting expectations.

Appreciation messages should not appear self-serving in any way.

Typically, an announcement is broadcast to very few receivers.

When making requests, _____ goes a long way in maintaining goodwill.

Which of the following is true about developing routine messages?

Which of the following is true of appreciation messages?

Appreciation messages should focus exclusively on the recipient.

Which of the following is most likely to be an element of an apology?

What are announcements?

Business professionals who are high in emotional intelligence notice how their actions impact others.

Announcements are a form of _____.

Messages that provide directions share many similarities with those that set expectations.

Which of the following is a reason why audience analysis for routine messages generally does not require much time?

In the context of the components of expectations, what does it mean to provide deadlines?

Establishing Credibility

Interpersonal Communication and Emotional Intelligence

Team Communication and Difficult Conversations

Global Communication and Diversity

Creating Effective Business Messages

Improving Readability With Style and Design

Email and Other Traditional Tools for Business Communication

Routine Business Messages

Persuasive Messages

Bad-News Messages

Research and Business Proposals and Planning for Business Reports

Completing Business Proposals and Business Reports

Planning Presentations

Delivering Presentations

Employment Communications

Filters

Exam 8: Social Media for Business Communication

Setting expectations is directly tied to your credibility and ability to foster interpersonal trust in the workplace.

Claims are requests for other companies to compensate for or correct the wrongs or mistakes they have made.

Which of the following is true of apologies?

What are claims?

Setting off each question is a mere formatting gimmick and not necessary when responding to inquiries.

When you've made offenses or mistakes that harm others, your _____ is weakened.

Describe the three central components to setting expectations.

Appreciation messages should not appear self-serving in any way.

Typically, an announcement is broadcast to very few receivers.

When making requests, _____ goes a long way in maintaining goodwill.

Which of the following is true about developing routine messages?

Which of the following is true of appreciation messages?

Appreciation messages should focus exclusively on the recipient.

Which of the following is most likely to be an element of an apology?

What are announcements?

Business professionals who are high in emotional intelligence notice how their actions impact others.

Announcements are a form of _____.

Messages that provide directions share many similarities with those that set expectations.

Which of the following is a reason why audience analysis for routine messages generally does not require much time?

In the context of the components of expectations, what does it mean to provide deadlines?

Establishing Credibility

Interpersonal Communication and Emotional Intelligence

Team Communication and Difficult Conversations

Global Communication and Diversity

Creating Effective Business Messages

Improving Readability With Style and Design

Email and Other Traditional Tools for Business Communication

Routine Business Messages

Persuasive Messages

Bad-News Messages

Research and Business Proposals and Planning for Business Reports

Completing Business Proposals and Business Reports

Planning Presentations

Delivering Presentations

Employment Communications

Filters