Deck 8: Social Media for Business Communication

Question 1

Readers are more likely to pay close attention to overly general messages.

Answer 1

False
Explanation: Once you establish a reputation for providing incomplete, overly general messages, your readers are less likely to pay close attention to your future messages.

Question 2

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

Answer 2

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

Question 3

Typically, an announcement is broadcast to very few receivers.

Answer 3

False
Explanation: Announcements are updates to policies and procedures, notices of events, and other correspondences that apply to a group of employees and/or customers. Announcements are one form of one-to-many communications. Announcements are generally broadcast to a large number of receivers.

Question 4

Setting expectations is a routine matter and hence not very important.

Question 5

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

Question 6

Even in today's flatter organizations, being bossy to the boss can be counterproductive.

Question 7

Routine requests typically involve cases where you expect strong resistance from message recipients.

Question 8

Subject lines for routine requests should not contain the entire request, but only the rationale for it.

Question 9

Routine messages should be front-loaded.

Question 10

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

Question 11

Three components are central in setting expectations for those you manage: describing responsibilities, providing deadlines, and discussing coordination.

Question 12

Typically, routine messages deal with complex matters that require in-depth analysis.

Question 13

Emotional claims are far less likely to be rejected than factual claims.

Question 14

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

Question 15

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

Question 16

Expressions of sympathy must always be elaborate.

Question 17

Appreciation messages should focus exclusively on the recipient.

Question 18

To prevent employees and customers from ignoring announcements, the subject line must be specific and must create interest.

Question 19

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

Question 20

When choosing between bullets or numbered lists, one must consider whether the order of the items is important.

Question 21

The vast majority of business messages are _____ messages.

A)routine
B)persuasive
C)bad-news
D)crisis communication
E)public relations

Question 22

Due to which of the following reasons, capturing the attention of readers becomes challenging when developing routine messages?

A)Analyzing the audience of the routine message is very difficult.
B)Routine messages typically include several attachments.
C)The structure of the routine messages is generally based on the inductive approach.
D)Routine messages are very common.
E)Routine messages convey complex and elaborate content.

Question 23

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

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 24

Which of the following is true about developing routine 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 25

_____ is the most important step in planning routine messages.

A)Audience analysis
B)Idea development
C)Message structuring
D)Development of the meta message
E)Crisis analysis

Question 26

What is the advantage of front-loading a routine message?

A)It ensures that the tone of your message is other-oriented.
B)It enables you to concentrate on non-important matters in the latter part.
C)It is an efficient way to make an email less bulky.
D)This makes it easier to grab the reader's attention.
E)It ensures that the recipients perceive your message as unbiased.

Question 27

Which of the following is most likely to happen if you do not include all needed information in a routine message?

A)Your readers will perceive the tone of your message as other-oriented.
B)Your readers will comply with your message.
C)Your readers will perceive your message to be unbiased.
D)Your credibility will be at stake and you risk losing it.
E)Your future messages will receive more attention.

Question 28

Which of the following messages is most likely to require the least time for planning and reviewing?

A)Routine messages
B)Persuasive messages
C)Bad-news messages
D)Crisis communications messages
E)Public relations messages

Question 29

While drafting a routine message you should:

A)avoid using bullets.
B)use very long sentences and paragraphs.
C)ensure the tone of the message is reader-centered.
D)avoid including the primary message in the subject line.
E)avoid using numbering.

Question 30

In the context of routine business communication, _____ is the essence of people coordinating work efforts, buying and selling products and services, and maintaining work relationships.

A)a request
B)an expectation
C)a goodwill
D)an idea
E)a solution

Question 31

Which of the following is most likely to take place during the drafting stage?

A)Creating a professional and helpful tone
B)Ensuring that the message contains all needed information
C)Identifying the primary message and key points
D)Checking for typos
E)Conducting audience analysis

Question 32

In the case of a routine message, the number of words in a primary message:

A)should not exceed ten.
B)should not exceed five.
C)should be between fifteen and twenty.
D)should be more than fifty.
E)should be between twenty and thirty.

Question 33

Which of the following stages of developing routine messages involves proofreading?

A)Drafting
B)Analyzing
C)Reviewing
D)Planning
E)Visualizing

Question 34

The foremost requirement of any expression of sympathy is that it be sincere.

Question 35

Which of the following is most likely to happen once you establish a reputation for providing overly general messages that do not include all the needed information?

A)Your readers are less likely to pay close attention to your future messages.
B)Your readers will gain faith in your ability to simplify complex issues.
C)You will create goodwill among your readers.
D)Your readers will perceive you to be sincere and honest.
E)Your readers are more likely to reply to your future messages immediately.

Question 36

Which of the following makes efficiency one of the primary goals when sending routine messages?

A)Routine messages require in-depth analysis.
B)The volume of routine messages is high.
C)Routine messages contain elaborate and detailed content.
D)Routine messages are based on the inductive message framework.
E)Routine messages are not composed very often unlike other business messages.

Question 37

What is the primary challenge in developing routine messages?

A)Ensuring the facts are presented as they are
B)Including relevant documents that substantiate claims
C)Conducting audience analysis
D)Making sure that your readers pay attention
E)Simplifying the complex content of routine messages

Question 38

In the case of a routine message, the primary message should typically be placed _____.

A)in the signature block in your email
B)just before the salutation in your email
C)in one of the attachments in your email
D)in the subject line of your email
E)in the "blind carbon copy" feature in your email

Question 39

If you don't provide the required information in your message, then:

A)your readers are less likely to read your message.
B)your readers are less likely to comply with your message.
C)your readers are less likely to forward your message.
D)you are more likely to create goodwill among your readers.
E)you are more likely to get a positive response from your readers.

Question 40

What should you focus on during the drafting stage?

A)Audience analysis
B)Idea development
C)Message structuring
D)Ease of reading
E)Gathering accurate information

Question 41

When making a request:

A)avoid providing rationale for the request.
B)do not specify the message in the subject line.
C)display authority and give a formal order.
D)use an other-oriented tone.
E)avoid using a positive tone.

Question 42

_____ are updates to policies and procedures, notices of events, and other correspondences that apply to a group of employees and/or customers.

A)Announcements
B)Rationales
C)Directions
D)Requests
E)Code of Ethics

Question 43

Announcements are a form of _____.

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 44

How can you prevent employees and customers from ignoring announcements?

A)Reward customers and employees for reading announcements.
B)Enforce a strict rule that compels employees and customers to pay attention to announcements.
C)Include links to funny articles or videos in every announcement.
D)Use a catchy subject line that is specific and creates interest.
E)Request a read receipt for each announcement.

Question 45

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

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 46

Which of the following components is most likely to be included in a message that aims to provide directions?

A)Gaining attention
B)Making announcements
C)Giving step-by-step guidelines
D)Making a call to action
E)Providing rationale

Question 47

What are claims?

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 48

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

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

Question 49

A message aimed at making a claim is most likely to be closed with:

A)the rationale for the claim.
B)an emotional explanation for the claim.
C)an announcement.
D)a call to action.
E)a step-by-step direction.

Question 50

Failure to set expectations is most likely to lead to:

A)cognitive dissonance.
B)emotional hijacking.
C)cyber incivility.
D)professional disappointments.
E)flaming.

Question 51

Which of the following is most likely to be true of setting expectations in managerial roles?

A)Working with others seldom requires setting expectations, especially when you are in management and supervisory roles.
B)First-time managers and young business professionals are the most comfortable telling others what to do.
C)Setting expectations is directly tied to your ability to foster interpersonal trust in the workplace.
D)Setting expectations is not tied to your credibility.
E)Stating goodwill is not required while writing a message for setting expectations.

Question 52

In the context of the components of expectations, what does it mean to discuss coordination?

A)Encouraging employees to engage in networked communication to solve problems
B)Providing training to employees to increase their competencies
C)Developing a code of conduct for the employees
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

Question 53

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

A)Claims
B)Codicils
C)Announcements
D)Memorandums
E)Queries

Question 54

Many employees gloss over announcements because announcements:

A)are typically written in an other-oriented tone.
B)typically consist of requests for claims.
C)are broadcast to a large number of employees.
D)are never interesting to read.
E)are complicated to understand.

Question 55

Which of the following is most likely to be a component of appreciation messages?

A)Gaining attention
B)Providing rationale
C)Including a call to action
D)Stating goals
E)Mentioning solutions

Question 56

Which of the following is a good way to write directions?

A)Compose the message in an entirely passive voice.
B)Do not include additional guidelines or tips.
C)Enumerate the different steps in a procedure.
D)Write the steps in narrative form within a paragraph.
E)All the directions should be briefly summarized in the subject line of the message.

Question 57

What is the outcome of describing your own role and responsibilities to supervisees?

A)Supervisees see you as domineering and self-obsessed.
B)Supervisees acknowledge your leadership and accept all your decisions.
C)Supervisees hold you responsible for everything.
D)Supervisees realize that accountability is mutual between you and them.
E)Supervisees delegate important tasks to you.

Question 58

Which of the following is a central component in setting expectations for those you manage?

A)Designing solutions
B)Drafting messages
C)Achieving goodwill
D)Providing deadlines
E)Analyzing audiences

Question 59

Which of the following is least likely to be a component of a routine message that aims to set expectations?

A)Explaining overall expectation
B)Describing responsibilities
C)Providing deadlines
D)Giving step-by-step directions
E)Discussing coordination

Question 60

In the context of the components of expectations, what does it mean to describe responsibilities?

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

Question 61

What are announcements?

Question 62

Which of the following is a requirement of messages that express sympathy?

A)Avoid sending sympathy messages to those people with whom you have only professional relations.
B)In the case of deaths, avoid mentioning the name of the deceased person in the sympathy message.
C)You should provide a rationale for expressing sympathy.
D)Your expression of sympathy can be handwritten when possible.
E)Typically, you should write long and elaborate messages to express sympathy.

Question 63

Describe the three central components to setting expectations.

Question 64

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

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

Question 65

Which of the following is most likely to be a component of a message that expresses sympathy?

A)Gaining attention
B)Taking responsibility
C)Providing rationale
D)Offering support
E)Providing directions

Question 66

Describe the different components of a message that aims to make requests.

Question 67

How can you construct a good routine set of directions that is easy to understand?

Question 68

Describe the writing process of planning, drafting, and reviewing for routine messages.
The most important planning step is message structuring.Since routine messages are so common and readers are likely overloaded with many other messages and tasks, the primary challenge is to make sure that the readers pay attention.Ask yourself questions such as the following: How would my audience want to receive this information? How much detail do my audience members expect? As you draft the message, aim for a helpful, professional, and reader-centered tone.Focus on making the message easy to read.Readers expect to understand your primary message in less than 10 to 15 seconds, so use short sentences and paragraphs.Proofreading in the reviewing stage should take a minute or two.By rereading, you will make sure the content is complete and without errors.Even minor typos can distract your readers from complying with your messages.

Question 69

Which of the following is true of apologies?

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.

Question 70

Describe some strategies that are used to respond to inquiries.

Question 71

In the case of an appreciation message, to show your sincerity:

A)include exaggerated displays of gratitude.
B)avoid including a rationale for the gratitude.
C)make sure that your message is extremely formal and avoid adding a personal touch.
D)focus exclusively on the recipient.
E)include a call to action at the end of the message.

Question 72

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

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 73

Which of the following is true of apologies?

A)Personal offenses caused by personality clashes do not warrant apologies.
B)It is always good to apologize regardless of whether you are right or wrong.
C)All apologies are not necessarily good apologies.
D)Business professionals who are high in emotional intelligence never apologize.
E)Apologies are necessary only when you harm someone on purpose.

Question 74

Describe the process of developing a message that aims to make a claim.

Question 75

What are the important elements of an apology? When is an apology considered insincere?

Question 76

What are the drawbacks of showing excessive appreciation?

Question 77

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

A)Gaining attention
B)Taking responsibility
C)Expressing sympathy
D)Discussing coordination
E)Being persuasive

Question 78

Which of the following is true of appreciation messages?

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 79

Which of the following is a common component of all routine messages including messages that express sympathy?

A)Stating goodwill
B)Providing deadlines
C)Making claim
D)Giving thanks
E)Gaining attention

Question 80

Describe the importance of setting expectations.