Question 1

To effectively deliver an unpleasant or highly emotional message to an employee

Accepted Answer

It is important to meet with the employee face to face to deliver an unpleasant or highly emotional message as it allows for a more personal and empathetic approach. This can help to ease the impact of the message and allow for a productive conversation where the employee can ask questions and voice concerns. Leaving a message on the employee's voice mail or sending a memo may come across as insensitive and not allow for any opportunity for discussion or clarification. Placing the message on the company's web page is highly inappropriate and should never be done.

Question 2

Organizing a message begins with considering your purpose and the receiver's likely reaction to the message.

Accepted Answer

Organizing a message effectively requires careful consideration of the purpose of the message and the intended audience. This involves thinking about the receiver's potential reaction to the message and tailoring the content and tone accordingly. By taking these factors into account, communicators can increase the effectiveness of their messages and improve the chances of achieving their goals.

Question 3

Which of the following sentences best expresses the receiver's point of view?

Accepted Answer

This sentence directly expresses the receiver's point of view by congratulating them on their recent promotion, indicating that they are pleased about the news. The other sentences express the speaker's point of view or are more general statements.

Question 4

Which of the following statements about empathy is FALSE?

Accepted Answer

Empathy is not solely based on personal experience; it involves the ability to put oneself in another person's shoes and understand their perspective, thoughts, and emotions regardless of personal experience.

Question 5

A message that will not likely interest the receiver should be organized in a deductive order.

Accepted Answer

A message that will not likely interest the receiver should be organized in an inductive order, where the main point or most interesting information is presented first to grab their attention.

Question 6

Richard sent a letter to Enrico,his client in El Salvador who speaks English with hesitancy.What is the most obvious problem with the following excerpt from the letter? "I'm so sorry I dropped the ball on the contract negotiations.I've been wearing so many hats lately,I hardly know if I'm coming or going.I promise I'll make things up to you as soon as my situation levels out."

Accepted Answer

The excerpt contains regional jargon and idiomatic expressions like "dropped the ball," "wearing so many hats," and "hardly know if I'm coming or going," which may be confusing to someone who speaks English with hesitancy.

Question 7

Jacquelyn wants to attach a memo to the report that her supervisor requested concerning a new employee health care plan.She is generally in favor of the new plan.Select the best opening sentence for that memo.

Accepted Answer

This opening sentence directly addresses the topic of the memo and sets the tone for discussing the advantages of the new health care plan, which the author is generally in favor of. Option A and D are too generic and do not provide any specific information about the content of the memo. Option B shifts the focus to the author's personal opinion without providing any context or justification for why they support the new plan.

Question 8

The sender of a message should analyze the audience before developing the message in order to do all but which one of the following?

Accepted Answer

It is not possible nor necessary to assure that perception of reality is the same for everyone. Communication involves different perspectives and interpretations, and it is the sender's job to consider and address potential differences in perception, not to assume that they can control or change them. A, B and C are all important considerations for effective communication, as they help establish a connection with the audience, address their needs and expectations, and make the message as clear and organized as possible.

Question 9

Which of the following statements should a manager use to effectively communicate with an employee who has recently learned to speak English?

Accepted Answer

The manager should use clear, simple language that the employee can easily understand. Choice D is the only statement that is straightforward and easy to comprehend. Choices A, B, and C contain idiomatic expressions that may be confusing for someone who is not familiar with the language.

Question 10

By adapting its products to fit a more culturally diverse group of consumers,Hallmark Cards,Inc.has demonstrated the need to analyze its audience.

Accepted Answer

By adapting its products to fit a more culturally diverse group of consumers, Hallmark Cards, Inc. has demonstrated that they have analyzed their target audience and recognized the importance of catering to their diverse needs.

Question 11

To inform U.S.employees about the transfer of 300 jobs from Dallas,Texas to Heidelberg,Germany,a manager should use a deductive outline for the message.

Accepted Answer

In such sensitive situations involving job transfers or layoffs, an inductive approach is often more appropriate as it allows the manager to prepare the employees by presenting the reasons and context before delivering the bad news, helping to mitigate negative reactions.

Question 12

Which of the following statements is MOST sender-centered?

Accepted Answer

Statement B is the most sender-centered because it focuses on what the sender wants to express (their thanks), rather than focusing on the receiver's needs or achievements.

Question 13

Which of the following is FALSE about how perceptions can affect the communication process?

Accepted Answer

People tend to resist ideas that are different from their own, rather than support them. This statement is false because it presents the opposite idea.

Question 14

An effective outline for a message helps ensure that all ideas will appear in equally emphatic positions.

Accepted Answer

An effective outline helps organize ideas so that the most important points are emphasized more than less critical details, not all ideas appear in equally emphatic positions.

Question 15

A corporation searching for ways to improve its customer service should consider the age ranges of its customer service representatives as well as its customers.

Accepted Answer

It is important for a corporation to consider the age ranges of its customer service representatives as well as its customers in order to better understand their needs and preferences. Different age groups may communicate and expect different levels of service, and having representatives who are able to relate to and understand these differences can improve overall customer satisfaction.

Question 16

The perception of reality of both the sender and the receiver

Accepted Answer

Our perception of reality is limited by the signals we receive through our five senses. Therefore, both the sender and receiver may have a different perception of reality based on their individual senses and experiences.

Question 17

A message that presents details and explanations before the main idea is arranged deductively.

Accepted Answer

A message that presents details and explanations before the main idea is arranged inductively, not deductively.

Question 18

Language translation software is an effective means for translating Internet pages for viewers that speak various languages.

Accepted Answer

The answer of Language translation software is an effective means...

Question 19

Both good-news and routine news messages follow the deductive pattern.

Accepted Answer

Both good-news and routine news messages typically use the deductive pattern, where the main message or point is presented at the beginning of the communication, followed by supporting details and background information. This approach helps ensure that the reader or audience quickly understands the purpose and importance of the message.

Question 20

Using words that infer the communicator is on a superior level as compared to the receiver's inferior level is known as

Accepted Answer

Condescending means to talk down to someone or to imply that the communicator is better or more knowledgeable than the receiver, which fits the description provided in the statement. The other options (using euphemisms, stating dysphemisms, being connotative) do not necessarily convey a message of superiority or inferiority.

Quiz 3: Planning Spoken and Written Messages