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Indicate whether the statement is true or false.
1. Most jobs today are found through referrals and person-to-person contacts.
a.
True
b.
False
2. The richest communication channel is e-mail.
a.
True
b.
False
3. The most important part of preparing for a business presentation is determining what graphics you will use.
a.
True
b.
False
4. As a Customer Relations Specialist, Kendra must deny a customer’s request for a cash refund. In her
message to the customer, Kendra should include a statement such as If you had read the return policy printed
on your receipt, you should know that cash refunds will not be granted.
a.
True
b.
False
5. The central objective of communication is the transmission of meaning.
a.
True
b.
False
6. To save time, you should thoroughly proofread a document as you draft it.
a.
True
b.
False
7. Analytical reports present data without analysis or recommendations.
a.
True
b.
False
8. The most common type of hiring or placement interview is the panel interview.
a.
True
b.
False
9. The best way to judge the success of your communication is through feedback.
a.
True
b.
False
10. Ethnocentrism is inherent in all cultures.
a.
True
b.
False
11. To save yourself time and ensure consistency of your “professional brand,” you should prepare a generic
résumé to send for every position that interests you.
a.
True
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b.
False
12. Individuals rather than teams generally produce quicker, more accurate decisions.
a.
True
b.
False
13. Formal proposals are written for only external audiences.
a.
True
b.
False
14. Please give consideration to our latest offer contains a buried verb.
a.
True
b.
False
15. It takes skilled persuasion techniques to get most businesses to make adjustments promptly.
a.
True
b.
False
16. Use the body of a persuasive request to gain your reader‘s attention and interest.
a.
True
b.
False
17. Businesses now use social media sites to recruit employees.
a.
True
b.
False
18. A negative-news message that is organized indirectly should begin with a buffer.
a.
True
b.
False
19. Most people are good listeners.
a.
True
b.
False
20. You will sound professional and courteous if you routinely include a sentence such as Thank you for your
cooperation in the closing paragraph of a request messages.
a.
True
b.
False
21. Communicators in high-context cultures (such as those in China, Japan, and Arab countries) tend to be
intuitive, contemplative, and group oriented.
a.
True
b.
False
22. The first step in finding a job is writing a well-organized résumé.
a.
True
b.
False
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23. Information considered common knowledge does not require documentation in a business report.
a.
True
b.
False
24. When you write a claim or complaint letter, an effective persuasive technique is using words and phrases
that clearly display how angry you are about the situation.
a.
True
b.
False
25. Skilled business writers spend most of their time on the revising phase of the 3-x-3 writing
process.
a.
True
b.
False
26. Nonverbal communication includes only those behaviors that are intended.
a.
True
b.
False
27. When a company is dealing with an internal crisis, the best way for the company to handle this crisis is to
let employees and stakeholders find out about the problem through the office grapevine.
a.
True
b.
False
28. Effective presentations should contain deliberate repetition of ideas.
a.
True
b.
False
29. Tables are the most frequently used type of graphic in business reports.
a.
True
b.
False
30. When delivering bad news, you should always use the indirect strategy to soften the impact.
a.
True
b.
False
31. Jenna is trying to convince her boss that an on-site employee exercise room would benefit the company
and employees. When presenting her persuasive message, Jenna should provide monetary evidence proving
that an on-site employee exercise room would improve employee absenteeism, reduce employer-paid
insurance premiums, and increase employee health.
a.
True
b.
False
32. The richest communication channel is e-mail.
a.
True
b.
False
33. One of the best online sources for jobs is a company’s own website.
a.
True
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b.
False
34. Hiring managers and recruiters view technical skills as more important than the soft skills of
professionalism, etiquette, and communication.
a.
True
b.
False
35. Although writing a résumé is part of the job-search process, you should begin the process by analyzing
your interests and goals and evaluating your qualifications is an example of a compound sentence.
a.
True
b.
False
36. When expressing thanks or offering congratulations, a purchased card is more impressive than a
handwritten note.
a.
True
b.
False
37. You should strive to write paragraphs with eight or fewer printed lines.
a.
True
b.
False
38. A wiki is a website with journal entries on any imaginable topic usually written by one person.
a.
True
b.
False
39. To optimize the connection with your audience, you should use first-person pronouns such as I, we, and
our liberally in written messages.
a.
True
b.
False
40. Rational appeals are associated with reason and intellect, while emotional appeals relate to status, ego,
and sensual feelings.
a.
True
b.
False
41. Use the indirect strategy when your audience may be uninterested, unwilling, hostile, or displeased.
a.
True
b.
False
42. Although instant messaging and text messaging are popular personal communication tools, they are not
commonly used in the professional workplace.
a.
True
b.
False
43. Business reports vary in length, purpose, and delivery format.
a.
True
b.
False
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44. After a job interview, you should always send a thank-you note, e-mail, or letter.
a.
True
b.
False
45. If you expect your reader to readily agree with your straightforward claim, use the direct organizational
strategy.
a.
True
b.
False
46. Active-voice verbs are preferred in business writing.
a.
True
b.
False
47. Technology has diminished the need for persuasive skills in today’s corporate world.
a.
True
b.
False
48. Rather than memorizing or reading a presentation, you should deliver it extemporaneously.
a.
True
b.
False
49. Business letters are the preferred channel of communication for delivering messages outside of an
organization.
a.
True
b.
False
50. Every mechanic must submit his timesheet by Friday is grammatically correct and bias free.
a.
True
b.
False
51. Sharing information with others is an effective reason to schedule a meeting.
a.
True
b.
False
52. Many routine tasks, such as drafting e-mails, memos, letters, informational reports, and oral presentations,
require the writer to collect formal research.
a.
True
b.
False
53. When answering interview questions, you should plan to openly admit some weaknesses to show that you
are human.
a.
True
b.
False
54. Well-designed documents increase readability and audience comprehension.
a.
True
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b.
False
55. The first step in preparing a report is locating information to support your ideas.
a.
True
b.
False
56. I am sending this message to let you know that Tuesday‘s meeting has been cancelled is ineffective
because it contains a long lead-in.
a.
True
b.
False
57. The bad feelings associated with disappointing news can generally be reduced if the receiver knows the
reasons for the rejection, feels that the news was revealed sensitively, and believes that the matter was treated
seriously and fairly.
a.
True
b.
False
58. Highly developed technical or “hard” skills are the most sought-after employment skills demanded by
employers.
a.
True
b.
False
59. Most e-mail messages should be organized using the direct strategy.
a.
True
b.
False
60. One advantage of podcasts is that they can broadcast repetitive information that does not require
interaction.
a.
True
b.
False
Indicate the answer choice that best completes the statement or answers the question.
61. Which of the following situations might require a feasibility report?
a.
Relaying the status of a large construction project
b.
The reporting of monthly sales figures for all divisions
c.
The investigation results of implementing an on-site employee exercise facility
d.
A one–page summary of a long article in The New York Times
62. Which of the following sentences demonstrates parallel structure?
a.
Marian will interview all candidates, Dale will train new employees, and annual reviews will be
conducted by Paul.
b.
The proposal affected all students, educators, and administrators.
c.
The committee plans to review all proposals, interview contractors, and then it must select a certified
vendor.
d.
Successful job candidates must demonstrate leadership, teamwork, and they must possess strong
communication skills.
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63. Which of the following statements about social networking in the workplace is most accurate?
a.
Businesses use social networking sites only to connect with customers.
b.
Social networking presents no risks for businesses.
c.
Business professionals should always think twice before posting anything on social networking sites.
d.
All answer choices are accurate statements about the use social networking on the job.
64. Which of the following is the most important part of a bad-news message?
a.
A positive, forward-looking closing
b.
A neutral buffer
c.
An explanation of the reasons for the bad news
d.
The bad news itself
65. Ellen wants to create a blog for her business. What is the best advice for her to follow?
a.
Craft a catchy but concise title such as Five Ways to Ace an Interview.
b.
Provide details in the opening where they will not be missed by her readers.
c.
Avoid including visuals because they will distract her reader.
d.
Don’t worry about her wording, especially her grammar, punctuation, and mechanics.
66. Businesses use wikis to
a.
facilitate feedback from employees before and after meetings.
b.
share information between corporate headquarters and satellite offices.
c.
collect and disseminate information to large audiences.
d.
Businesses use wikis for all these reasons.
67. Persuasive requests should be organized
a.
quickly.
b.
indirectly.
c.
directly.
d.
chronologically.
68. Which of the following is the best advice for leading or participating in a business meeting?
a.
Leave your cell phone on to demonstrate to others your dedication to customers and fellow
colleagues.
b.
Let the leader do most of the talking.
c.
Don’t start the meeting until all attendees arrive.
d.
Let members who disagree with one another make a complete case for their position while group
members give their full attention.
69. All of the following are goals for a business writer who must communicate bad news except to
a.
project a professional image.
b.
convey empathy and sensitivity.
c.
be fair.
d.
prove that the customer is wrong.
70. Although many companies try to deal with disappointed customers by calling them immediately, written
messages are also used to
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a.
promote good relations.
b.
formally confirm follow-up procedures.
c.
establish a record of the incident.
d.
All answer choices are reasons for written messages.
71. Which of the following sentences avoids clichés, trite phrases, and buzzwords?
a.
Enclosed please find my résumé.
b.
Our committee will analyze the proposals on Monday.
c.
Finding an acceptable solution will be easier said than done.
d.
This new paradigm shift will impact all employees.
72. A timetable for project completion is included in which section of an informal report?
a.
Staffing
b.
Authorization Request
c.
Budget
d.
Proposal
73. Which of the following situations would most likely require persuasion within an organization?
a.
Asking employees to attend training sessions on a new software for entering timesheets
b.
Telling employees about the new health insurance prescription drug compensation plan
c.
Asking employees to participate in an exercise program to improve wellness and to reduce health
insurance costs
d.
Informing employees about a change in shuttle services
74. Ethan wrote the proposal for MPEX Associates and submitted it on May 1 is an example of a
a.
simple sentence.
b.
compound sentence.
c.
complex sentence.
d.
compound-complex sentence.
75. Which of the following openings is most appropriate for a straightforward claim letter?
a.
You have sold me jewelry for three years, and you have never failed to deliver nice merchandise in
the past.
b.
On April 2 I opened your delivery containing the chain (Item No. 544558-15454) I ordered on March
1.
c.
Please replace this damaged 18-inch sterling silver herringbone chain received as part of Order No.
248–21.
d.
I am very upset with the broken 18-inch sterling silver herringbone chain in your recent shipment
because I had no necklace to wear to my son’s wedding!
76. Which of the following is a formal research method?
a.
Performing a scientific experiment
b.
Searching the Web
c.
Conducting an interview
d.
All answer choices are examples of formal research methods.
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77. Which of the following represents an informal writing style?
a.
James, Deloitte, and Wilts, Inc., after extensive review of references and credentials of contractors,
has elected to contract with Peck Builders for the new office complex.
b.
We selected Peck Builders as general contractor for our new office complex.
c.
After conducting an exhaustive search of building design elements and cost-efficiency data, the
company has verified the qualifications of Peck Builders.
d.
The findings validate the imperative of selecting a fully qualified and bonded contractor for the new
building venture of James, Deloitte, and Wilts, Inc.; that contractor is Peck Builders.
78. The introduction of a presentation should include all of the following except
a.
an attention-getting device that gets the audience involved.
b.
a preview of the main points to be discussed in the body of the speech.
c.
explanations and details of each of the main points.
d.
a personal credibility statement.
79. Which of the following sentences uses positive language?
a.
Your order cannot be shipped before June 1.
b.
Your August 15 letter claims that your new computer is malfunctioning.
c.
We can’t provide a free printer with your purchase of a computer.
d.
We look forward to completing your order when we receive your credit card information.
80. Which of the following represents the best phrasing of a purpose statement for an informal report?
a.
Employees and companies benefit from online training opportunities.
b.
Benefits of online training programs.
c.
Online training has proven to be an effective tool for employees and companies.
d.
To evaluate the effectiveness of an employee online training program.
81. What is the best advice to follow when using texting or instant messaging (IM) in the workplace?
a.
Keep a single contact list of personal and professional contacts for efficiency.
b.
Even if you are completing a project or trying to meet a deadline, answer all texts or instant
messages immediately.
c.
Feel free to send sensitive or confidential messages to people you know.
d.
Check with your supervisor to learn about your organization’s messaging policies.
82. Which of the following is the best advice for proofreading long, complex documents?
a.
Proofread complex documents immediately after writing while your thoughts are still fresh.
b.
Thoroughly proofread your document only once.
c.
Expect to find mistakes.
d.
Rely completely on a spell-checking program to find any errors.
83. What are the four parts of the AIDA strategy for writing sales messages?
a.
Audience, investigate, develop, analysis
b.
Aggressive, indirect, direct, assertive
c.
Analyze, interpret, define, adapt
d.
Attention, interest, desire, action
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84. Business messages should be
a.
writer oriented.
b.
purposeful.
c.
complex.
d.
lengthy.
85. Before you write a message, your first step should be to
a.
conduct research.
b.
prepare an outline of your ideas.
c.
analyze the audience and anticipate its reaction to the message.
d.
select an appropriate organizational pattern.
86. What résumé style would be most appropriate for a candidate who has significant experience related to the
target position?
a.
Chronological
b.
Functional
c.
Video
d.
Infographic
87. Which of these statements would best explain your qualifications in the body of a cover message?
a.
I am a qualified and fully certified criminologist.
b.
Training in crisis prevention and emergency response has prepared me to serve and protect your
community at the River Valley Campus.
c.
You need a licensed criminologist, and I meet those qualifications.
d.
With my bachelor’s degree from Luther College, I am well-prepared and eager to apply my
knowledge in criminology.
88. Mai wants to project positive nonverbal behaviors during her upcoming panel interview. What is the best
advice for her to follow?
a.
Sit erect, leaning forward slightly to show interest and confidence.
b.
Avoid a direct gaze with her interviewers, and look at only the person who asked the question.
c.
Keep her hands in her pockets so that her interviewers will not notice her shaky hands.
d.
Use words such as like or basically to fill any dead air.
89. Which of the following statements about persuasive messages within an organization is most accurate?
a.
It is acceptable for managers to be dishonest when trying to persuade others because of their
authoritative position in the company.
b.
Persuasive messages flowing both downward or upward require attention to tone.
c.
When employees send persuasive messages to their managers, they should include words such as
you must or we should to make their messages sound more convincing.
d.
Instructions or directives from managers to employees should be organized indirectly.
90. When you have a conversation with someone from another culture, you can reduce
misunderstandings if you
a.
speak in short sentences.
b.
accept a yes or a nod to affirm comprehension.
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c.
wait until you finish a long explanation to request feedback.
d.
use lots of slang to demonstrate your knowledge of your culture’s language.
91. Kevin is being interviewed by a group of people who will be his supervisors and colleagues if he is hired,
and they are taking turns asking him questions. What type of interview is this?
a.
Group
b.
Stress
c.
Panel
d.
Sequential
92. What is the best advice to follow when participating in workplace conversations?
a.
Act professionally in all social situations.
b.
Address all supervisors and customers by their first name.
c.
Avoid praising others so that you do not come across as a “brownnoser.”
d.
Feel free to openly discuss your workplace frustrations with all colleagues.
93. When paraphrasing researched information,
a.
use the same grammatical structure of the original information so that you do not change the
meaning of the ideas.
b.
replace just a few original words with synonyms to avoid charges of plagiarism.
c.
restate the researched information in your own words and in your own style.
d.
place double quotation marks before and after the paraphrased information.
94. What is the best advice to follow when creating a multimedia presentation?
a.
Use the same color for all audiences and occasions.
b.
Avoid using any images or graphics on your multimedia slides so that your audience focuses on
your words.
c.
Limit the number of bullet points to six per slide.
d.
Use as many animation and sound effects as possible to keep your audience’s attention.
95. Which of the following statements about writing skills in today’s business world is most accurate?
a.
Because of today’s emphasis on technology, the need for good writing skills is not important.
b.
Employees today can expect to write fewer messages than in previous years.
c.
Today’s employees must use a variety of media to communicate with others.
d.
Only employees in fields such as communications and public relations must be able to write
effective business messages.
96. Which of the following is not a characteristic of a goodwill message?
a.
Sincerity
b.
Spontaneity
c.
Showmanship
d.
Selflessness
97. Which of the following subject lines for an e-mail or memo would be most effective?
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a.
Important
b.
Task force meeting
c.
Task Force Meeting March 18
d.
Please attend
98. To improve your nonverbal communication, which of the following tips should you practice?
a.
Establish and maintain eye contact with others.
b.
Minimize any distracting or competing background sounds.
c.
Associate with people from diverse cultures.
d.
All answer choices are effective ways to improve your nonverbal communication.
99. What statement about an e-portfolio is most accurate?
a.
An e-portfolio is a collection of digital files that can be navigated with the help of menus and
hyperlinks.
b.
E-portfolios can be accessed only at websites.
c.
A print résumé is more effective than an e-portfolio at showing off an applicant’s talents and
qualifications.
d.
E-portfolios have replaced traditional résumés in the screening and hiring process.
100. What is the best advice for you to follow when writing a persuasive claim message?
a.
Suggest that you have been intentionally deceived by the company.
b.
Provide a comprehensive chronology of all details of the claim.
c.
Close the message with a clear statement of what you want done.
d.
Include original documentation of invoices, shipping orders, warranties, or payments.
101. Thomas has five questions to ask his reader in a routine information-request message. What is the best
way to present these questions?
a.
As a separate enclosure
b.
In a bulleted or numbered list in the body of his message
c.
In paragraph form in the body of his message
d.
In a follow-up e-mail
102. The most important dimension of culture is
a.
time orientation.
b.
context.
c.
individualism.
d.
power distance.
103. What kind of sentence reveals the main idea of a paragraph?
a.
Pivoting
b.
Supporting
c.
Topic
d.
Transitional
104. Which of the following is a psychological barrier to effective listening?
a.
Focusing on a speaker’s unusual voice
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b.
Concentrating on a speaker’s unfamiliar words
c.
Having noisy surroundings
d.
Tuning out speakers whose ideas do not match our own
105. Which statement regarding headings is most accurate?
a.
Headings provide visual distraction for readers; thus they should be avoided.
b.
Headings appear most often in business letters.
c.
Headings highlight information and improve readability.
d.
Headings should be written in complete sentences.
106. A business letter is
a.
the best communication channel when sending urgent messages.
b.
an outdated form of communication in the business world.
c.
necessary when the situation is formal and sensitive.
d.
less confidential than other forms of communication.
107. When you use the indirect strategy to deliver bad news, the recommended order of ideas is
a.
buffer, reasons, bad news, and closing.
b.
buffer, bad news, reasons, and closing.
c.
reasons, buffer, bad news, and closing.
d.
bad news, reasons, buffer, and closing.
108. Shipping Clerk Christina included this sentence in her message to a customer: Pertaining to your returns,
we must verify the shipping numbers and lot codes of all outstanding merchandise prior to issuance of a
refund. This sentence is an example of
a.
an unprofessional tone.
b.
overly formal language.
c.
a conversational style.
d.
plain English.
109. You must prepare your monthly business report for company stockholders and present your department’s
expected sales for the next three months. Which report format would be most appropriate?
a.
Letter format
b.
Memo or e-mail format
c.
Manuscript format
d.
Preprinted form
110. The first step of communication occurs when
a.
an idea is put into words or conveyed through gestures.
b.
an idea is sent through a communication channel.
c.
the sender has an idea.
d.
the receiver decodes the message.
111. With what type of audience should speakers use a dynamic, entertaining delivery style by incorporating
large gestures and movement?
a.
Hostile
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b.
Friendly
c.
Neutral
d.
Uninterested
112. Which of the following techniques is most effective when an interviewer asks, Why do you want to work for
us?
a.
Briefly summarize current employment problems requiring you to change employers.
b.
Show what you know about the interviewer’s company and demonstrate how your goals match its
point of view.
c.
Explain that as a recent graduate you want to work for any company needing an employee with your
skills and background.
d.
Simply tell the truth about your reasons for seeking this job; for example, you are unemployed, you
need more pay or better benefits, or you just graduated.
113. Which of the following statements about work teams is most accurate?
a.
Teams should avoid conflict to prevent tension among group members.
b.
To be most effective, teams should be comprised of individuals with similar backgrounds, ethnicity,
age, skills, and experience.
c.
Teams produce better decisions when they agree on their purpose and develop procedures to guide
them.
d.
Team members should focus on their individual needs and goals.
114. All of the following are goals of an adjustment message except to
a.
rectify the wrong, if one exists.
b.
regain the confidence of the customer.
c.
demonstrate why your company is superior.
d.
promote future business.
115. All of the following are advantages of the direct strategy except
a.
saving the reader’s time.
b.
providing a buffer to bad news.
c.
setting a proper frame of mind.
d.
reducing frustration.
116. Which of the following statements best demonstrates concise writing?
a.
There are several things that every employee must know about workplace hazards.
b.
The directors believe that HAZMAT training is absolutely essential.
c.
Although this training is a company requirement, it must be completed at the employee‘s expense.
d.
This is to inform you that HAZMAT training will be scheduled in the near future.
117. Bethany must write a formal business report and reveal the results of a year-long study on employee
wellness at each of her company’s five locations. What type of organizational pattern should she use?
a.
Chronological
b.
Topic/Function
c.
Geographical
d.
Simple/Complex
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118. As a manager, Kelly must communicate to her employees some bad news that will likely upset them.
What is the best advice for her to follow when communicating this bad news?
a.
Let her employees learn of the bad news through the media.
b.
Ask her employees their feelings about the bad news immediately after she has presented it.
c.
Practice what she is going to say.
d.
Wait to deliver the bad news until a Friday afternoon so that employees have an opportunity to
process the bad news.
119. Melissa completed her undergraduate studies in May, she is now pursuing a master’s degree in business
administration is an example of a
a.
complete sentence.
b.
fused or run-on sentence.
c.
fragment.
d.
comma splice.
120. Which of the following suggestions for integrating graphics in a report is the most accurate?
a.
Always place graphics in the appendix of a report.
b.
Mention the graphic in the text of the report.
c.
Create graphics in only black and white so that the graphics do not distract the reader.
d.
Do not include a title above any graphic because the graphic should be self-explanatory.
121. Revise the following sentence to express the idea using the “you” view:
All applicants must complete the attached form by December 1.
122. List and briefly describe two advantages of teams.
123. Describe the functional résumé and explain its advantages for recent college graduates.
124. Revise the following sentence to use positive language:
Because you neglected to include a copy of your cash register receipt, we can’t process your rebate.
125. Revise the following sentence to avoid trite business phrases:
Pursuant to your request, enclosed please find a copy of our current catalog.
126. Describe the role of success stories in answering behavioral interview questions and explain how to craft
them effectively using the STAR method.
127. List and explain two techniques provided in Ch. 1 to improve your chance of being understood when
writing to someone from a different culture.
128. Revise the following sentence to avoid misplaced modifiers:
Waiting for the interview, sweat formed on Rich.
129. List two advantages of properly documenting research data.
130. Briefly explain the difference between primary and secondary data and give one example of each.
131. Revise the following sentence to use bias-free language:
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Every manager must review his employees annually.
132. List two techniques mentioned in Ch. 1 that could help you become an active and effective listener.
133. Revise the following sentence to demonstrate direct, concise language:
This is to inform you that due to the fact that health care costs are rising, there is a new
employee wellness program that will be offered starting on May 1.
134. Describe one effective technique to gain audience rapport in a presentation.
135. Write an improved opening sentence to the following adjustment letter responding to a claim.
We are extremely saddened to learn of the unfortunate failure of your TravelerXtra
smartphone, and we apologize for any inconvenience it has caused you. Although company
policy typically prevents us from offering a total replacement at no cost to you for defective
products, we’ll make an exception in your case. Therefore, we have enclosed a voucher for a
new TravelerXtra smartphone that you can take to our store nearest you.
136. Bad-news messages can be organized using the direct or indirect strategy. Identify one situation when
each strategy would be appropriate and identify the organizational pattern for each strategy.
137. Write an improved opening sentence for the following claim letter requesting an exchange of a
smartphone still under warranty.
My TravelerXtra smartphone was purchased from your online store on September 15, 2014,
for your attractive price of $228.88 plus $24.48 shipping and handling with no service contract
required. I have used my TravelerXtra for business texting, e-mailing, and phoning ever
since, which was exactly what I needed it to do. Yesterday my TravelerXtra shut itself down
out of the blue, and I can’t use it for anything. Now I’m without a business tool and over $250,
which makes me feel ripped off because I received only one month of service from this
phone. When I tried to exchange it at one of your land-based stores, the clerk told me, “No
way, dude. You buy online, you fly online.” Now what?
138. Identify two ways to use electronic media professionally in the workplace.
139. Identify one difference and one similarity between e-mails and memos.
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