Deck 5: Creating Effective Business Messages

Question 1

Good business writers maintain a listener-centered approach.

Answer 1

True
Explanation: As you craft business messages,maintain a listener-centered approach.In the listener-centered approach to writing business messages,you seek as much input as reasonably possible from colleagues,clients,and customers.

Question 2

Most business arguments employ an indirect approach because it is more persuasive.

Answer 2

False
Explanation: Most business arguments employ a direct,or deductive,approach.In other words,they begin by stating the primary message,which is typically a position or recommendation.

Question 3

Positions are stances that you take or recommendations that you make based on a set of conclusions.

Answer 3

True
Explanation: Facts are statements that can be relied on with a fair amount of certainty and can be observed objectively.Conclusions are statements that are reasoned or deduced based on facts.Positions are stances that you take based on a set of conclusions.In the workplace,you will often make recommendations,which are a type of position.

Question 4

Excellent business thinkers explore issues deeply by gathering information from a variety of sources.

Question 5

The art of creating effective frames involves capturing your primary message in a short,memorable statement of 15 words or less.

Question 6

It is important to avoid analogies when constructing arguments.

Question 7

The most important stage of creating effective business messages is planning.

Question 8

Starting each sentence with "I," helps create a connection with the audience.

Question 9

In content and form,a business message should show that you have the interests of your audience in mind.

Question 10

Exaggeration adversely impacts readers' perception of the credibility of a business message.

Question 11

While writing business messages,avoid terms that unnecessarily focus on differences.

Question 12

An indirect approach is often effective for delivering bad news.

Question 13

Use either/or logic to strengthen business positions.

Question 14

The process of developing business messages involves planning,writing,and distributing.

Question 15

Meta messages are the overall messages people take away from a communication.

Question 16

Entry-level professionals usually have very high professional credibility.

Question 17

Values of readers are likely to shift more often than their priorities.

Question 18

Readers will respond better to a business message that has an objective,uninvolved tone.

Question 19

Typically,tone influences readers over the entire course of a message.

Question 20

Jamal is writing a business communication to advocate for an onsite daycare at his office."Argument for a New Daycare" would be an effective title for his communication.

Question 21

In the course of creating an effective business message,excellent business thinkers are most likely to

A) gather information from one strong source rather than from a variety of sources.
B) make well-reasoned conclusions and solutions.
C) begin jotting down a rough draft right away to capture their ideas.
D) encourage one-way linear thinking and a rigid approach to business problems.
E) avoid using the other-oriented tone in their text.

Question 22

In the context of the AIM planning process,which of the following tends to be the single most important planning step?

A) identifying reader benefits and constraints
B) making the message easy to navigate
C) estimating your credibility
D) setting up the message framework
E) ensuring the communication is fair

Question 23

Rich needs to choose someone to analyze the following problem and suggest potential solutions: The company is having trouble recruiting employees with the right skills.Which of the following employees should he choose?

A) Sonia usually bases her ideas on a single,very popular,human resources journal.
B) Vern has a logical mind that generally sees issues as linear,step-by-step processes.
C) Alexia is the fastest writer in the department and can whip out a draft in no time.
D) Will has a knack for explaining complex issues in a clear,understandable way.
E) Berthe is very conventional in her thinking,and she distrusts innovation.

Question 24

Which of the following is typically included in the writing stage of developing an effective business message?

A) setting a positive and other-oriented tone
B) double-checking everything
C) sending the message to be proofread
D) identifying the primary message and key points
E) ensuring the communication is fair

Question 25

Which of the following is something an excellent business writer would do?

A) spend more time planning than writing
B) adopt a message-centered approach
C) complete audience analysis while writing
D) do a last-minute review of his or her work
E) maintain an author-centered tone

Question 26

In the context of dealing with business problems,which of the following should ideally be the first step?

A) analyzing the business problem
B) clarifying business objectives
C) formulating an alternative business plan
D) identifying the business problem
E) acquiring data about the business problem

Question 27

To break out of the reputation of an inexperienced newcomer,a person should

A) avoid taking on projects that will reveal inexperience.
B) stand out from the corporate culture in terms of dress and communication.
C) be careful not to waste time on extras like creating a professional blog.
D) attend a lot of meetings to get to know as many colleagues as possible.
E) incorporate the I-voice in business messages as often as possible.

Question 28

Facts are statements that

A) are subjective and differ from situation to situation.
B) are based on assumptions.
C) can be relied on with a fair amount of certainty.
D) are fictitious in nature.
E) are inherently ambiguous in nature.

Question 29

During which step in the AIM planning process should you consider the constraints your readers face?

A) message development
B) information gathering
C) audience analysis
D) process review
E) initial brainstorming

Question 30

Alan is mentoring Pat,a younger colleague,in how to be a better business writer.As Pat was writing her last memo,she did the following things.Which one will Alan tell her she needs to change?

A) Pat addressed the needs of her audience in the memo.
B) Pat spent a long time planning before she started to write.
C) Pat applied the FAIR test to the memo when she reviewed it.
D) Pat made sure the memo was easy to read and easy to navigate.
E) Pat drew primarily on her own opinions and expertise.

Question 31

Which of the following is typically included in the reviewing stage of writing an effective business message?

A) setting a positive and other-oriented tone
B) ensuring that the communication is fair
C) finding the needs of the audience
D) identifying the primary message and key points
E) making the message easy to navigate

Question 32

Which statement describes how writers should address the priorities of their targeted audience during the AIM planning process?

A) Do not consider the priorities as they tend to fluctuate.
B) Recognize that priorities shift less often than values.
C) Assign importance to things,such as projects,goals,and tasks.
D) Refer to the enduring beliefs and ideals that the audience holds.
E) Remember that priorities remain constant for each individual.

Question 33

Pete,the marketing manager at Regal,believes that an employee should always act ethically and should also report instances of unethical behavior that he or she encounters.This belief held by Pete is an example of a

A) fact.
B) conclusion.
C) position.
D) priority.
E) value.

Question 34

_____ involve ranking or assigning importance to things,such as projects,goals,and tasks.

A) Conclusions
B) Positions
C) Values
D) Priorities
E) Facts

Question 35

Which of the following is typically included in the planning stage of writing an effective business message?

A) setting a positive and other-oriented tone
B) making the message easy to read
C) making the message easy to navigate
D) ensuring that the communication is fair
E) identifying the primary message and key points

Question 36

Which of the following is a goal of the AIM planning process?

A) to unleash good ideas
B) to minimize planning time
C) to foster self-reflection
D) to explore new technologies
E) to encourage teamwork

Question 37

Carlos has been assigned the task of creating an effective business message aimed at encouraging healthy habits in the workplace.He uses the AIM planning process.Which of the following should he do during the information gathering stage?

A) identify problems that prevent employees from making healthy choices
B) estimate his level of credibility with his colleagues
C) use language that will make his colleagues feel at ease
D) edit his message for errors in tone,voice,and grammar
E) decide on the primary message that he wants to convey

Question 38

Analyzing a business problem typically involves

A) ignoring audience constraints.
B) deducing conclusions from facts.
C) imposing your priorities on the situation.
D) exaggerating the problem.
E) being flexible and not taking positions.

Question 39

Which of the following illustrates a characteristic of an excellent business thinker?

A) Claire's memos are always written from her perspective and use the I-voice.
B) Dale's memos usually imply that his is the only acceptable solution to the problem.
C) Cody likes to write spontaneously,so his memos often meander.
D) Alec doesn't edit his messages in order to make them feel authentic.
E) Boris uses a variety of sources such as journal articles and colleagues' expertise.

Question 40

Enduring beliefs and ideals that individuals hold are called

A) conclusions.
B) positions.
C) values.
D) priorities.
E) truths.

Question 41

What do the deductive approach and inductive approach to structuring business messages have in common?

A) In both,the call to action comes in the middle.
B) In both,the supporting ideas come last.
C) In both,the arrangement of supporting ideas is important.
D) In both,the primary message comes first.
E) In both,the call to action must be 15 words or less.

Question 42

In order to make business messages more positive,business writers should focus on actions they can accomplish and demonstrate a realistic optimism.However,they should be careful

A) not to set unrealistic expectations.
B) to avoid diplomatic terms.
C) not to use too-strong analogies.
D) to avoid generalizations.
E) not to send meta messages.

Question 43

In the context of writing business messages,which of the following is true?

A) Displaying a can-do attitude reduces the credibility of business messages.
B) Emphasizing what products and services are,rather than what they are not,makes business messages more positive.
C) Using diplomatic terms related to your relationships and interactions makes others suspicious of your business messages.
D) The practice of slanting information increases the credibility of a business message.
E) Using accurately negative terms related to your relationships and interactions makes business messages more other-oriented.

Question 44

Anita,an executive at Glaciers,Inc. ,wants to introduce a profit-sharing program.She needs to convince other executives that it is a good idea for their company.She has considered her audience and gathered information.Next she should

A) call a meeting to discuss her plan.
B) survey her subordinates about the idea.
C) decide how to frame her primary message.
D) craft her document in clear,convincing prose.
E) meet with colleagues individually to enlist their support.

Question 45

Ansel has been asked to analyze the benefits and feasibility of implementing a stress-reduction program on a fixed budget.Through research,Ansel learns that the cost of a stress reduction program exceeds the proposed budget.He also learns that such programs are linked to increased employee health and morale.Based on this information,he advises company leadership that the program should be implemented immediately.Ansel is guilty of

A) relying on either/or logic.
B) slanting the facts.
C) limiting his research.
D) acting out of personal interest.
E) making unsupported generalizations.

Question 46

Calvin,a human resources manager of K5 Textiles believes that the company can improve employee retention rates by improving employee benefits.In outlining his argument to the company's leadership team,he points out that a large technology firm had success with such a strategy.Calvin's message fails to convince K5's leadership team.Which of the following is the likely cause of their reaction?

A) slanting of facts
B) exaggeration
C) unsupported generalization
D) weak analogy
E) faulty cause/effect argument

Question 47

For the past few months,Capital Carpets has experienced high employee turnover.After investigating,human resource manager Kareem discovered that most employees are unhappy with their salaries and therefore unmotivated to work.Kareem plans to craft a message using the deductive,or direct,approach.How should he structure it?

A) start with a call to action;lay out the supporting reasons;conclude with the primary message
B) state the primary message;lay out supporting reasons;conclude with a call to action
C) lay out the supporting reasons in careful order;state the primary message
D) state the primary message;give the call to action;lay out the supporting reasons
E) start with a call to action;state the primary message;lay out the supporting reasons

Question 48

______ is the overall evaluation that a reader perceives the writer to have toward the reader and the message content.

A) Tone
B) Framework
C) Structure
D) Layout
E) Outline

Question 49

In all business messages,communicators should ideally aim at

A) effectively using either/or arguments.
B) slanting facts to their benefit.
C) projecting positivity.
D) appropriately exaggerating facts.
E) avoiding the other-oriented approach.

Question 50

Jorge,the shipping manager at Durable Products,writes a memo proposing that that they stop using RoadHog Trucking Company and ship everything by L.B.Haines.The reason he gives is that two of the accounts that have been shipping by L.B.Haines during the last year increased their orders by more than 10%,so he is certain that switching trucking firms will cause other accounts to grow too.The executives of the company do not accept Jorge's suggestion.Why was his memo unconvincing?

A) slanting of facts
B) exaggeration
C) either/or logic
D) weak analogy
E) faulty cause/effect argument

Question 51

Which of the following is most likely to lower a person's credibility?

A) slanting facts
B) using strong analogies
C) asking for more responsibility
D) refusing to exaggerate
E) using other-oriented approach

Question 52

Omar is the marketing manager at PLM.In his market survey,he finds that customers are not happy with PLM's inefficient customer service.How will Omar structure his message if he wants to use the inductive,or indirect,approach?

A) start with a call to action;lay out the supporting reasons;conclude with the primary message
B) state the primary message;lay out supporting reasons;conclude with a call to action
C) lay out the supporting reasons in careful order;state the primary message
D) state the primary message;give the call to action;lay out the supporting reasons
E) start with a call to action;state the primary message;lay out the supporting reasons

Question 53

Which of the following techniques is most likely to make business messages more positive?

A) exaggerating facts
B) setting unrealistic expectations
C) avoiding diplomatic words
D) using constructive terms
E) focusing on what a product lacks

Question 54

The difference between the deductive approach and the inductive approach is that

A) in the inductive approach,the order of supporting ideas is unimportant.
B) in the inductive approach,the supporting reasons are placed before the primary message.
C) in the deductive approach,the supporting reasons follow the call to action.
D) in the deductive approach,positions are based on assumptions,not facts.
E) in the deductive approach,the business argument concludes with the primary message.

Question 55

Roberto,a manager at GBN,has to prepare a report about the advantages of introducing a counseling program for employees in his company.In his report,he makes the claim that introducing a counseling program would reduce voluntary turnover because employees would be happier with their pay packages,but he offers no evidence linking counseling with pay.This report failed to effectively deliver the message that Roberto had intended.Which of the following is the most likely reason for its failure?

A) slanting of facts
B) exaggeration
C) unsupported generalization
D) weak analogy
E) either/or logic

Question 56

Salina,the expeditor at RingPro Gasket Manufacturer,writes a memo asking her manager to buy her a new computerized system for tracking customer orders.She claims that if she does not get this system,chronically late deliveries will ensue.Her manager turns down her request.Salina made the mistake of using

A) either/or logic.
B) an indirect structure.
C) an unsupported generalization.
D) a weak analogy.
E) you-voice.

Question 57

Most business arguments employ a deductive approach.When employing this approach,you are most likely to

A) avoid stating your position regarding any business issue.
B) provide supporting reasons first followed by the primary message.
C) begin by stating the primary message,which is typically a recommendation.
D) begin by making a call to action for your audience to follow.
E) begin by stating the supporting reasons followed by your call to action.

Question 58

Which of the following should be one of the goals of a business communicator?

A) to make exaggerated claims to be persuasive
B) to express the message in ways that inspire others
C) to slant facts to gain as much benefit as possible
D) to focus on the negative aspects of the message
E) to avoid using the other-oriented approach

Question 59

In a business message,the function of a call to action is to

A) summarize your message in a short,memorable away.
B) outline the organizational structure for the reader.
C) support the main message with evidence and opinions.
D) orient the message to the needs of the readers.
E) state explicitly what you want readers to do.

Question 60

Readers are more likely to react positively to a message if the writer

A) uses current technology.
B) is clearly concerned about the issues discussed.
C) is a subordinate or an equal in the organization.
D) asks them to draw their own conclusions.
E) draws parallels to events in other industries.

Question 61

A meta message is

A) the gist of the primary message that the subject line of a topic communicates.
B) the overall but often underlying message people take away from a communication.
C) the unofficial message that travels through the grapevine.
D) the message communicated using an asynchronous mode of communication.
E) the direct message in which the autonomous voice of the speaker is most prominent.

Question 62

Liam,a recent college graduate,has taken an entry-level job at a playground equipment company.He notices that his colleagues don't seem to take him seriously.What advice would you give him about building his credibility?

Question 63

Describe the deductive approach of setting up business messages.Give a specific example.

Question 64

Extensive use of the I-voice in a business message

A) fails to convey the interests of the audience.
B) increases the positivity of the message.
C) reveals that the writer has slanted the facts.
D) emphasizes that the writer understands the concerns of the reader.
E) indicates that the writer uses faulty either/or logic.

Question 65

A business message that primarily relies on the _____ shows that the message is self-centered.

A) you-voice
B) we-voice
C) I-voice
D) impersonal voice
E) other-oriented voice

Question 66

Sending mixed signals is most likely to

A) result in positive meta messages.
B) increase the flexibility of encoding and decoding.
C) cause the reader to feel confused.
D) resolve conflicts between content and tone.
E) increase the credibility of a message.

Question 67

The use of we-voice in a business message

A) fails to reflect the interests of the audience.
B) indicates that the writer has not reached any conclusions.
C) decreases the credibility of the message.
D) emphasizes the writer's shared interests with the reader.
E) indicates that the writer is slanting the message.

Question 68

Explain what mixed signals are,and discuss the consequences of sending mixed signals in business messages.

Question 69

List three techniques that can be used to ensure that a business message is positive.

Question 70

What factors differentiate average business writers from expert business writers? Explain why each is important.

Question 71

Explain the importance of framing your primary business message.

Question 72

Henry,a manager at a small shipping company,wants to install a new system for sorting packages that uses computer technology to read bar codes containing all the pertinent information.He writes a proposal and,in it,states that the U.S.Postal Service uses just such a system.How effective is Henry's analogy? Explain.

Question 73

In content and form,a business message should typically

A) avoid any form of self-centeredness.
B) exaggerate facts.
C) avoid using diplomatic terms.
D) avoid using strong analogies.
E) slant facts skillfully.

Question 74

Which of the following is most likely to show that the writer of a business message has concern for the audience?

A) relying heavily on the I-voice
B) presenting exaggerated facts to the audience
C) respecting the autonomy of the reader
D) presenting slanted facts to the audience
E) giving credit to any sources used

Question 75

Carlton finds that a geographic restructuring would have a positive effect on his insurance company and increase its efficiency.He draws up a report for the board of directors in which he mentions that separate departments should be set up for each of the company's 10 sales territories.Which of the following statements is most likely to increase the positivity of his proposition?

A) Let me know if you want to work on changing the structure of the company.
B) Using a geographic structure will not guarantee that the company's productivity increases.
C) Geographic restructuring is not likely to reduce the company's overall costs.
D) I look forward to putting together a detailed plan to restructure the company geographically.
E) A geographic structure might possibly have a positive effect on the company.

Question 76

Describe the three components of the AIM planning process used for business messages.

Question 77

What are the common characteristics of excellent business thinkers?